CX Relevance Report 2023: Financial Services Agent Edition
With customer service a critical differentiator for customer satisfaction when competition is just a browser tab away, how can a financial services agent be best positioned to excel? A trend is on the rise: contact swarming.
While only 12% of financial services agents say that their company has adopted the framework, 39% indicated a strong interest in learning more. In this report, we delve into best practices other industries are adopting when it comes to contact swarming and the success that financial services can learn from.
In addition to contact swarming trends, in this report we attempt to answer:
- Can “swivel-chair syndrome” be cured? Whether in-office or remote, agents report sifting through multiple platforms to find needed information while leaving customers on hold.
- When is on-demand training not enough? When training lessons aren’t applied to real-world situations immediately, they’re just as quickly forgotten.
- Do agents see AI as a tool or a threat? Find out if customer service agents are attracted to or repelled by job environments that leverage artificial intelligence and machine learning.
- You’ll want to adopt these four areas that organizations successfully practicing swarming are focused on (Page 5)
- What might be holding back too many organizations from building an essential knowledge sharing culture that supports contact swarming (Page 11)
- To support assisted calls and identify growth opportunities, information in-the-flow of work might be missing context — and how you can fix that (Page 9)
Your financial institution's contact center is evolving into a more important role than ever. As the front door of your organization, it's a key part of growing customer relationships and retaining revenue. Are you empowering your agents to be the brand ambassadors they could be? Download a free copy of this report today.
