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!


Download White Paper Now!

Related Resources

In this webinar, McKinsey industry experts Paul Kline & Vinay Gupta join Casey Denby as they discuss how AI can help drive continuous improvement in today’s contact centers can result in better agent retention, higher CSAT/NPS scores, and improved call resolutions among other impacts.
Download this Guide to AI Simulation Training to leverage simulation training to learn how to develop customer service agents to deliver meaningful conversations and superior customer experiences
Download this White Paper on AI Simulation Training Within Business Process Outsourcing - A Modern Approach to How Agents Learn & Perform at Scale, to learn more about the ever-important contact center segment of the BPO business. With technological advancements and increasing customer demands, we’ll examine the challenges and opportunities of developing top-performing agents through AI-based training and upskilling.
Scroll to Top