Peppers & Rogers Group and Efma recently conducted research into the state of the Customer Experience in Retail Banking. Below are some key lessons shared by banks as they make strides to be more customer-centric.
Discover how to optimize your contact center operations with innovative collaboration. Today’s contact center workforce must have complex problem-solving skills, excel in people management, coordinate well with others, and possess high emotional intelligence.
Since highly engaged members are less likely to leave, this payer wanted to provide its associates with the tools necessary to engage every member calling in. Through our coaching and mentoring solution, we helped enhance every customer interaction.
Our client was struggling to meet its customer service needs with both new associates and tenured employees failing to meet goals. We built a virtual contact center that helped associates train with real-world scenarios.