CSS announces pilot with Cue to improve call center performance

May 6, 2022

CUNA Strategic Services (CSS) announced a market feasibility pilot with startup Cue, an innovator in sales and service scripting software. The Cue solution offers credit unions turnkey access to make call center staff more effective and productive, improving employee turnover, reducing training costs and enhancing overall member experience.

“Cue offers a powerful solution that aligns with our mission of helping credit unions improve their bottom line while enhancing their member relationships,” said Barb Lowman, president, CSS. “We are excited to offer credit unions an opportunity to work with an innovative startup that provides a platform to address member experience and staffing; key components of any successful call center.”

“For the past 3 years, credit unions have been challenged to meet increasing member expectations,” said Michael Wilson, founder at Cue. “We’re on a mission to help credit unions do what they do best—improve financial lives and strengthen communities. We do that by equipping the credit union’s first line of service, their call center staff, with the tools to improve their work and member experiences.”

Cue software allows call center staff to simplify what they do so they can focus more on what they say. Credit unions that use Cue are able to orchestrate all systems needed before, during and after calls. On average, Cue’s overlay has resulted in a 50% decrease in call times and a 21% increase in conversions.

Instead of forcing call center staff to hop from system to system while servicing a member, Cue brings all solutions to the representative, resulting in better call compliance, 5-star performance reporting and an overall streamlined process producing powerful stats.

For more information, visit Cue’s provider page on the CSS website.