A Financial Services & Banking Success Story
VISUALISING THE END-TO-END CUSTOMER JOURNEY
Financial & banking service providers are charged with facilitating and managing critical accounting services, which means that contact centres within this industry are constantly under pressure to quickly and efficiently answer and resolve a large volume and range of important enquiries that come in from customers. Many of these calls are filtered through an Interactive Voice Response (IVR) call flow system, which means having a clear map of all decision points in the IVR call flow is a top priority for the contact centre team.
Learn how eMite helped this global market leader for fintech services to:
- Create decision points, track customer progress, and map the call flow process
- Provide reliable, real-time & historical agent performance data for the Customer Operations team
- Dramatically improve interactive voice response call flows
- Create a better experience for customers and agents