Tidewater CX helps credit unions with $250M to $2B in assets find where AI can really help, in the IVA, chat and agent workflows, and put it in place. Led by a former credit union contact center director with 20 years in the industry.
Book a free discovery callA clear path from "where do we start?" to measurable results.
A fixed-price review of your IVA, chat and agent workflows, done in a few weeks.
A clear, prioritized roadmap showing what to fix, what to automate and what it will save.
A monthly retainer where I help your team make the changes and track results.
Every engagement is fixed price. Contact us for a quote.
A review of your IVA, chat and agent workflows, with a prioritized roadmap showing what to fix, what to automate and what it will save.
Monthly hands-on help putting the roadmap in place, with results tracked along the way.
Forecasting, staffing models, long-range hiring plans and what-if scenarios for volume, handle time and attrition.
A review of overflow, language and technology vendors to find real savings.
A review of coaching cadence, quality calibration and how leaders set and follow up on expectations, so reps get consistent, useful feedback.
I'm Ryan Reynolds, founder of Tidewater CX. I've spent 20 years in contact centers. I started as a team leader at Alorica, then rose to Senior Operations Manager and Workforce Manager for an 800-agent UPS program. Most recently I was Director of the Member Experience Center at Langley Federal Credit Union, where I led a 130-person omni-channel team.
At Langley I cut more than $675K a year in vendor spend, raised Member NPS by 9 points and improved IVA containment. I know Genesys, Salesforce, Symitar and Glia from the inside. I started Tidewater CX to give credit unions practical, vendor-neutral advice from someone who's done the job.
I live in Newport News, Virginia, with my family, and when I'm not working you'll usually find me on the golf course.
Let's talk. A 30-minute discovery call, no pitch, just practical ideas.
Book a free discovery callBook a free 30-minute discovery call, or send a message and I'll get back to you within one business day.
Email: rreynolds@tidewatercx.com
Book a call: Schedule a discovery call
Based in Newport News, Virginia, serving credit unions nationwide.