Established in 1936, Arizona Federal Credit Union has grown from a small member‑owned cooperative into one of Arizona’s largest credit unions, serving more than 120,000 members across 15 branches. Operating in the finance and banking sector, the organization is recognized for its expanding digital services and member‑focused approach. Arizona Federal adopted the Encore platform in 2006 to record customer service calls and later expanded its use to support agent training and performance improvement. The goal was to provide effective tools such as eCoaching, quizzes, and enhanced evaluation forms to strengthen agent development, improve service quality, and support consistent, high‑quality member interactions across its contact center operations.

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