Search

The Challenge: The company’s existing training model had grown inefficient. New agents struggled with: Lengthy training durations that delayed time-to-floor and added to operational costs. Low confidence during live calls, especially in navigating complex financial systems or delivering compliant verbiage. Inconsistent readiness for real-world scenarios, despite classroom certification. Poor nesting

The Challenge: The bank identified approximately 5,000 merchants whose transaction volumes made them vital to long-term revenue growth but also most susceptible to competitive poaching. CX challenges included: Lack of proactive account management, leading to missed retention and upsell opportunities Limited visibility into merchant needs, making it harder to personalize

The Challenge: The pandemic triggered a rapid spike in inbound customer interactions across banking services—from loan forbearance requests and account servicing to digital banking issues. The bank’s existing CX infrastructure was not equipped to handle this volume, threatening both customer satisfaction and regulatory compliance. Key pain points included: Excessive wait