Changing customer expectations and demands have forever changed many industries, financial services and banking among them. Consumers now expect instant responses, personalised 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 centre. 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 centre experience. In fact, studies show a highly satisfied customer is worth $9,500 more than a customer with low satisfaction.

Calabrio allows you the opportunity to analyse 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 centre 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.