Financial Customer Experience Strategies | Calabrio

Customer Experience Strategies for Financial Organizations

Scalable, Robust Workforce Optimization
and Powerful Voice of the Customer Analytics
for Your Finance Contact Center

Rising Customer Expectations Have Forever Changed the Financial Industry

Changing customer expectations and demands have forever changed many industries, financial services and banking among them. Consumers now expect instant responses, personalized service and an omnichannel experience that allows them to connect with their financial service provider how they want to, anytime.

Fleeting customer loyalty is a concern, with customers switching banking alliances with the simple swipe of a finger. As a result, 72% of financial institutions say customer relationships are a top focus. And nowhere is that focus on the customer more important than the contact center. Studies show the customer experience has now moved outside of the bank branch, with 61% of all customer interactions now happening remotely.

A changing customer experience and a renewed focus on omnichannel means financial institutions are rapidly seeing the value of providing a great contact center experience. In fact, studies show a highly satisfied customer is worth $9,500 more than a customer with low satisfaction.

The heart of providing an exceptional customer experience begins with analyzing the customer interaction data streaming into your contact centers each day.

Calabrio allows you the opportunity to analyze each and every customer interaction so you can instantly discover warning signs of dissatisfied customers. Our all-in-one, intuitive software makes it easy for you to turn raw data into useful reports, allowing you to measure important contact center KPIs such as consumer sentiment and Net Promoter Scores.

Read on to learn how Calabrio has helped financial institutions including New York Community Bank and Desert Financial Credit Union increase Customer Satisfaction (CSAT) scores up to 35%. Also be sure to check out our ebook to learn nine ways financial institutions can improve the customer experience.

72% of financial institutions say customer relationships are a top focus

1 in 3 bank customers leave because of poor customer experiences

Financial services cyberattacks and data breaches TRIPLED in the last five years

A fully integrated agent & customer engagement suite.

Calabrio ONE

call recording

Call
Recording

quality management

Quality
Management

workforce management

Workforce
Management

voice-of-customer analytics

Calabrio
Analytics

advanced reporting

Advanced
Reporting

Switching to Calabrio ONE led to an ROI of 546%

2018 Forrester Total Economic Impact Case Study

Financial Institutions: 4 Must-Have Tips to Improve Customer Experience

With brick-and-mortar locations on the decline and the majority of all customer interactions happening remotely (61%), the banking and financial customer experience has moved outside the local branch. Download our whitepaper to read more.

New York Community Bancorp Increases Customer Satisfaction Rates by 25-35% After Deploying Calabrio ONE

New York Community Bancorp (NYCB) increases both agent productivity and customer satisfaction by using Calabrio ONE.

9 Strategies to Improve the Customer Experience

61% of all banking transactions now happen remotely. Make your contact center count. It’s no longer simply about answering phones. Download our tipsheet to read more.

Finance Case Studies for Calabrio ONE

Broadway Bank Improves Contact Center Productivity by More than 30% After Deploying Calabrio

Read this case study to learn how Broadway Bank experienced increased employee engagement after deploying Calabrio ONE.

Desert Schools Federal Credit Union Smooths Contact Center Operations with Calabrio ONE

Desert Schools Federal Credit Union replaced their NICE and Aspect systems with Calabrio ONE and reduced agent turnover. Read the full case study here.

Middle Eastern Bank Enjoys Calabrio’s Evaluation Calibration Feature

A Middle Eastern bank chose Calabrio ONE and gained a technology refresh coupled with modern architecture.

European Bank Leverages Calabrio ONE to Monitor Compliance

A European bank replaced their NICE system with Calabrio ONE to reduce their total cost of ownership.

Credit Union of Colorado Boosts CSAT Scores with Calabrio

See how the Credit Union of Colorado uses Calabrio solutions to maximize agent and customer satisfaction levels.

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