Equipping a new breed of contact center agent for success
With many banks in the UK accelerating the closure of branches, how do you provide these typically higher value face-to-face services using digital channels and contact centers in a way that enhances rather than diminishes the customer experience? During the height of the pandemic, contact centers became overloaded because customers were not using branches and COVID-19 relief efforts and disruptions led to significantly higher customer enquiries. Although banks stepped up to do incredible things in a matter of days, such as offering bounce back loans and mortgage holidays, a new sustainable way of working needs to be found to ensure they stay relevant and accessible to their customers.
This session will ask:
- Is this a once in a lifetime opportunity to remove the business friction endured by customers because of non-interoperable legacy systems and manual processes?
- How do you to deliver stronger and deeper customer relationships through the digital contact center?
- How do you offload repetitive work from people, orchestrate processes and create end-to-end customer journeys that are digitally enabled?
- How do you ensure that you are fully enabling your branch and HQ based- contact centers to flex capacity and use anywhere web and automations to scale?
VP, Technology Alliance Program
March 23, 2021 | 4.15-5.15pm GMTReimagine Customer Service with Blue Prism Service Assist Introducing Service Assist: Your Contact Center Superpower