MEDALLIA
“ The contact centre for the financial services sector is in a critical place ,” Lane says . “ Due to the very nature of frontline agents in financial services enterprises , they are the most highly-trained agents in the contact centre world - typically taking up to two years to reach peak performance .”
Currently , the effectiveness of agents is reduced following the pandemic .
“ The labour market for agents is already tight , with average attrition running at 40 % prior to the pandemic ,” Lane notes . “ Now that there ’ s a flexible workforce model for contact centres , those that don ’ t embrace it are seeing agent attrition rising to as much as 100 % per year , meaning that they ’ re not reaching peak performance , and new agents are struggling to find tenured role models with whom to home their skills .”
“ Analytics is a frontline driver in uncovering agent skill gaps and , when enterprises bring employee engagement and customer engagement together , identifying opportunities to rapidly up-skill new agents , and identifying those high performers to fast track and empower , can deliver fantastic results .”
With a number of partnerships under its belt , the company prides itself on providing some of the best-loved brands with apps that are responsive and agile , incorporating
52 March 2022