Go for the holistic point of view
Optimize your Agent Desktop For Sales or Customer Service
With the myriad of applications on an agent desktop in a typical bank, servicing the different products and lines of business, it is impossible for the agent to understand the array of products the customer has, and the history of interaction behind each of those products. This results in customer frustration, and worse, poor customer service.
To provide high-quality customer service, contact center agents must be able to view a customer holistically – that is, the agent needs to see all of the customer’s information in a single view. This also contributes to the agent’s ability to successfully cross-sell and up-sell as he has access to multiple customer metrics in real-time.
In parallel, customers need to reach the banks on the voice channel or self-service/mobile channel and receive the best customer care, regardless of the channel they chose to use.
How can I improve customer service at my Bank?
- Visual IVR- upgrade the frustrating customer IVR experience by providing visually guided menus on you customer’s Smartphones.
- Alleviate the multiple siloed applications pain and provide a 360 view of a customer by enabling your existing applications to be interwoven into a new customer and agent friendly desktop UI, also improving upsell/cross sell capabilities.
- Adopt a universal agent solution, to equip agents with the resources to handle multiple product lines and services - customized to the task they are performing. The appearance and arrangement of the desktop should adapt based on the specific function the customer service representative is performing, allowing agents to handle multiple call types.
- Ensure compliance and regulation by utilizing a scripting solution, in which agents are guided through call processes ensuring adherence to current regulatory requirements. Full auditing and reporting should be provided as part of overall compliance management.
- Integrate your legacy systems to the exiting desktop, thus proving agents with easy access to the information without needing to modify the legacy system.