Bank Branches Can Benefit from Contact Center Solutions Too

Banks and contact centers are separate environments with different goals and services. But they both exist to serve customers and drive business results. And both can benefit from using software-based solutions to improve resource management and support quality assurance efforts.

Businesses and customers both like to know what to expect, so consistency is important. Both also value fast, friendly, and efficient people and processes. Advanced workforce management; audio recording and real-time performance monitoring; CRM and other systems that can help collect, aggregate, and present a unified view of the customer; and unified desktop solutions allow for that.

The latest workforce management software allows bank branches and contact centers to track what workers have which skillsets. The software then can employ that intelligence to create the most effective schedules. That way banks and contact centers can make sure they always have the expertise they need to address customer and business requirements. They can even leverage that intelligence and along with call routing technology to connect customers with team members who are equipped with the knowledge and skills to best address their needs.

Providing team members with the appropriate customer data also can help them more effectively provide callers with the help they need. And bank or contact center personnel can also tap those systems so they’re ready with the most appropriate offers and responses for specific customers and prospects.

Audio recording and real-time performance monitoring and management, meanwhile, can provide bank branch and contact center managers with a better idea of what customers are asking for and how. And it can inform them as to how their team members are responding to those requests and at what pace.

That information can help managers tweak training as needed, do targeted coaching, understand processes that might need improvement, and even get a better idea of what products and packaging are successful or problematic.

Unified desktop solutions also can drive better customer experiences by using automation to present bank and contact center workers with the information they need to understand customers and quickly provide them with answers and solutions. Well-designed desktop interfaces also can enable customer service personnel to quickly find the information they need.

Edited by Maurice Nagle