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Transformation @ Work

Episode 8: Meeting Customers Where They Are: The Whys and Hows of Digital Contact Centers

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Transformation @ Work

Episode 8: Meeting Customers Where They Are: The Whys and Hows of Digital Contact Centers

-

Transformation @ Work

Episode 8: Meeting Customers Where They Are: The Whys and Hows of Digital Contact Centers

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Shane Hayes

Product Lead, Financial Services

Shane brings almost 30 years of experience in technology, and 12 years in the Salesforce ecosystem, to his current role at Gerent. He has a particular passion for solutioning and architecture, as well as for helping to deliver and deploy the Salesforce infrastructure that businesses need to thrive.

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 Ideas:

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

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