Customer Resources

Better Banking Agent Training Turns Crisis into Opportunity

70% of customers prefer interactions with a human customer service rep instead of a digital rep or a chatbot. In times of crisis, talking to a human is even more vital. If a bank suffers a data breach, undergoes a run, or is in the news for any negative reason, panicked customers can start flooding call centers.

Key Takeaways:

  • Excellent customer service can help you maintain calm, support your customers, and retain or even grow their loyalty.
  • That starts with training. A crisis, by definition, isn’t common. That means your agents have to be prepared to handle the unexpected and work with customers who aren’t sticking to a script.
  • By using an AI training platform, agents can be trained in multiple scenarios, receive real-time feedback, and have the confidence to deal with any situation. They get realistic reps without taking away any manager’s time – and that helps everyone be more prepared.

When customers are scared, a well-trained, prepared, and confident banking agent contact center employee can help them be assured. The customer will feel heard and feel more connected to their bank. That can grow loyalty and turn a crisis into something positive.

Download this White Paper on How Better Banking Agent Training Drives Industry-Leading Contact Center Metrics, to understand how active learning methods like AI Simulation Training, positively contribute to the employee experience!


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Related Resources

Join Allison Sadler, the Chief Learning Officer of USAA, and Casey Denby, VP and former training leader, to learn more about the methodologies and underlying principles of AI Simulation Training and tips for implementing the best onboarding and training program for your contact center.
Download this white paper to learn how retail customer service agents can better deliver on business values through immersive learning and AI simulation training. In this white paper we’ll look at the evolving challenges and how to best address the shifting dynamics of customer behavior. Last, we’ll share insights into the role of more engaging and immersive training in developing top-performing agents and the benefits of these new methods.
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