The Financial Brand Insights - Fall 2021

offered varies according to the channels. Most businesses use non-integrated communication channels such as phone, e-mail, chat, and social media. Many organizations may function in silos and fail to provide the same level of service in all channels. As a result, the consumer must have an omnichannel experience that includes all of the services. ● Maintain consistency in process and high standards. CC Agents frequently use numerous applications as sources of client information, which results in a longer period of service since they must use different systems. The application of appropriate standards will have an impact on the efficiency of service and training activities. ● Customers expect a service that is suited to their needs in terms of transaction history, interactions, and communication mode. As a result, technology must aid agents in gathering as much information about the consumer as possible in a straightforwardly to have a clear picture of their requirements. Good customer service necessitates a disciplined approach in terms of both technology and process. Therefore, to establish customer loyalty, it is vital to improve technology to be supportive and ergonomic successfully and procedures to be consistent and understandable for everyone in the contact center. ” Service leaders must rethink their approach to the client. Technology should be able to match customer expectations everywhere, through any channel, and at any time.

CC Technology Trends That Can Support CC in Achieving Exceptional CX As offering a wide range of services becomes more than just a competitive advantage, service leaders must rethink their approach to the client. Technology should be able to match customer expectations everywhere, through any channel, and at any time. Tools used to automate operations will relieve agents of repetitive work. However, when employing automation techniques, one should keep in mind the humanity of services - avoiding a robotic first impression is crucial in all channels. Automation and artificial intelligence will have an impact on all contact center tasks. When transitioning technology, it is also vital thinking how the role of CC personnel will change - they will have more time to help with sensitive queries, which will improve customer satisfaction and comprehensive service. Based on its Tech Tide report, Contact Center Technologies For Customer Service Q1 2021 , Forrester identifies several advanced CC technologies that can positively impact customer service. These include: ● Case management is an essential technology that enables organizations to provide various services and withstand cost pressures. It allows you to aggregate the history of individual clients’ cases so that the agent is familiar with previous issues. It also facilitates problem management. ● Messaging/Chat. Customers love text chat. An asynchronous visibility solution helps them seamlessly connect with the brand, stop and restart interactions, and shift context between interactions. ● Contact Center Interaction Management , or CCIM is the key to good traffic management in the contact center. It allows for the practical

Customer service has a direct impact on an organization’s financial outcomes. Therefore, the foundation of strong CX is to provide consumers with a service that is a blend of self-service and direct contact with a CC agent across the entire sales process. This is important to note because: ● Good customer service increases the likelihood of upselling and establishing long-term loyalty. Customer loyalty is a source of financial gain. Highly devoted audiences are more likely to make another purchase and are less inclined to use the competition’s services. They can also become brand ambassadors by referring their friends to the bank’s services. ● Customer service costs can rise as a result of poor CX. Due to bad service, 60% of customers in the United States ceased doing business with the brand. The main reason for the change was the agents’ lack of understanding of the client and their inability to propose a specific solution during the chat with CC. Costs may rise due to customers being redirected between agents or other channels, such as bank branches. ● Poor customer service can result in customer loss. Customer acquisition is a significant problem for marketing and support teams. Customers can now change banks in a matter of minutes, thanks to fast onboarding methods like eKYC, if they are dissatisfied with their existing service provider. Complex customer service tools and dispersed points of connection can undermine consistency, increasing the likelihood that different channels convey different levels of expertise. To provide great and consistent service to clients, CC leaders must: ● Implement consolidated customer service tools. Transaction data and client history are frequently inconsistent. The level of information

assignment of customer cases to the appropriate group of agents and the management of qualitative and quantitative indicators. ● Knowledge management , or KM, helps agents personalize interactions, increase customer satisfaction, reduce service time, ensure compliance and increase operational efficiency. ● Quality management consists of tools that analyze customer feedback, which is key to ensuring an appropriate level of satisfaction. Some other technologies currently in development are also worth investigating. These technologies include processes to improve automation, such as Conversational AI, which brings cost optimization and access to human service consultants. In addition, proactive messages in digital communication channels, which allow you to transfer the experience from the voice channel to the world of digital communication, are also worth noting. Covid-19 also showed a growing interest in video technologies that help establish an emotional bond with the customer in complex credit and investment products. HowModern Platforms Can Support Digital Customers Modern communication platforms such as LiveBank support the transformation of a contact center into a center of excellence by offering:

THE FINANCIAL BRAND INSIGHTS FALL 2021 ” In the context of scalability and implementation time, cloud-based solutions are the key to a quick transformation. Cloud is data, not an option.




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