One of the critical hurdles to self serve migration success is your own employee. Often branch and call center employees aren’t familiar with your own customer digital capabilities. Every employee, regardless of their position should be an evangelist to your online services.
There is also a communication disconnect between digital, branch and call center. When digital enhancements happen, branch and call center should be a part a prioritization process.
We will identify your gaps in employee education and training as well as establish a process flow that ensures collaboration between the channels.
This will result in increased self-service integrations that will free up branch capacity to drive revenue and redeploy Contact Center employees to better value-add activities.