Published By: Genesys
Published Date: Jun 19, 2019
Your agents embody your brand with every customer contact. It’s up to you to make them more successful in engaging customers, dealing with customer challenges and avoiding burnout that leads to attritions. Read this ebook and see how to turn your customer service agents into customer experience heroes. You’ll learn:
Three success strategies that Genesys CX Heroes use
Skills every agent should have
Key training tips
Benchmarking strategies to measure customer service and customer experience
The principle “what gets measured gets managed” dictates that by simply examining an activity, you can get a handle on it and find ways to improve it. However, not all metrics are created equal—meaning not all things that can be measured will give you the ability to proactively take action in a timely manner. Case in point: If you measure the effectiveness of your customer success and recurring revenue growth programs based only on retention, churn, renewal or attrition rates, then you have a problem. These are very important metrics, and they are definitely key to your business. The problem is that these metrics can only tell you if you have a problem, which you often discover only after it is too late to affect real change.
Financial services businesses face unprecedented market challenges. Disruption from Fintech firms, increased local and international regulation, geo- political upheavals and wavering customer loyalty. The need to fully understand the market, to innovate, to reduce costs and be more competitive has never been greater, and this is where AI can help.
According to one fintech research company, by 2030 the financial services sector could reduce operational costs using AI, by as much as 22%. It suggests that will equate to around $1 trillion in efficiencies. So, from a purely operational point of view, doing nothing is not really an option for companies that want to remain competitive.
Today, financial services firms across the board need to rejuvenate customer experience to protect against client attrition, and protect those customers against risk. While data analysis and visualization are key to making sense of data, the fundamental challenge for all businesses is building an infrastructur