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Ameyo Callversations

Why And How To Empower Customer Service Agents In Banking Contact Centers

 

We recently had an interesting discussion with a Customer Service Head of one of the leading banks in Africa, about how banking experience can be improved by empowering customer service agents with the right access to the backend applications for resolving customer queries efficiently. In banking contact centers compliance regulations are of utmost priority, and giving access of customer account information to agents is no less than opening a Pandora’s Box as it comes with its own share of pros and cons. 

So following our discussion, we thought to put together the various questions and scenarios related to empowering agents with the right data and how it can be done in a compliant manner to improve the contact center productivity.

Topics: Customer Service banking experience Agent Empowerment Banking Contact Center