The ways customers interact with businesses have changed, and financial services organizations need to adapt to that if they want to stay competitive. But with so many channels for customer interaction (and seemingly more every day), how can businesses keep up? For many organizations, the answer lies in digital contact centers. These innovative, comprehensive platforms allow employees to capably manage customer requests, regulatory issues, and ongoing cases… wherever they come from.
In this episode of Transformation @ Work, we’re taking a deep dive into digital contact centers — why businesses in financial services need them, how to set them up, and what a qualified technology partner can do to help businesses make the most of them.
The ways customers interact with businesses have changed, and financial services organizations need to adapt to that if they want to stay competitive. But with so many channels for customer interaction (and seemingly more every day), how can businesses keep up? For many organizations, the answer lies in digital contact centers. These innovative, comprehensive platforms allow employees to capably manage customer requests, regulatory issues, and ongoing cases… wherever they come from.
In this episode of Transformation @ Work, we’re taking a deep dive into digital contact centers — why businesses in financial services need them, how to set them up, and what a qualified technology partner can do to help businesses make the most of them.
Key Insights
02:18 - How customer service has changed in the last few years — and how the financial services industry has reacted to those changes
04:21 - What financial institutions risk when they fail to “meet the customer where they are”
06:21 - The importance of ensuring customer data flows seamlessly between departments, thus eliminating redundant customer service interactions
08:57 - How setting up a digital contact center can help employees stay on top of potential issues, regardless of what channel the issue comes from
13:27 - How institutions can add value back to the business by deploying a digital contact center
16:21 - The benefits of an omnichannel digital contact center vs. a premise-based, voice-centric call center
17:51 - How a qualified technology partner can help teams make the most of a digital contact center without losing track of essential business operations
