MADISON, Wis. — The CUNA Operations, Sales & Service Council has named this year's Best Practice Award winners.

The council introduced the awards last year to highlight innovative, cutting-edge solutions that optimize credit union performance.

This year's winners are as follows:

o Sales and Service Management: Financial Partners Credit Union in Downey, Calif. for redefining its vision of “building lifetime financial partnerships” and subsequently established a unique new sales and service culture with the goal of creating value in the members' minds by helping them to save money, make money, and save time.

o Call Center Operations: Merrimack Valley Federal Credit Union in North Andover, Mass. for increasing the diversity of its services, which included an expanded and empowered call center that monitors other areas of the credit union to reduce errors and increase staff awareness and offers bilingual assistance. In addition, the call center's “We Shine” monthly incentive program was developed to increase performance and member satisfaction.

o Operational Efficiency and Productivity: City County Credit Union of Ft. Lauderdale, Fla. for revamping its operations in order to differentiate itself, lower operating expenses, and accommodate the unique demographics of the area. What resulted was a phone-based delivery system that allowed for a high-performing institution that served more members with fewer employees and delivered a faster, more efficient member experience with better financial results.