While many predicted that digital transformation spelled the demise of the traditional contact centre, it still remains a key part of customer service today. Nevertheless, with customers now able to perform simple tasks in self-serve channels, the role of the voice agent is evolving, with many now being challenged by increasingly complex enquiries and problems.
Despite this, the call centre has not really developed since its inception and agents are now in need of new digital tools to better support increasingly demanding customer base.
Read this white paper and find out how Banks can leverage technology to improve customer agent interactions and lift KPIs, including:
- Biometric verification
- Paperless journeys
- Visual displays
Click image below to read white paper