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Here’s why the banker should be kept in banking

People’s United Bank wanted to assess their contact center’s operating model, tools, technology and capabilities. From the assessment findings we collaborated with the bank’s stakeholders to build a contact center strategy that helped progress wider company goals. We then developed short, medium and long-term contact center transformation roadmaps which aligned with its corporate and customer experience strategy and targets. The result would help the bank to create the best-in-class customer experience and a competitive advantage over others in the market.

  • Outcome 1: Developed 14 short, medium and long-term contact center goals focused on transforming People’s United Bank’s approach to create great customer experiences, both for the client and contact center personnel

 

  • Outcome 2: Delivered on 42 projects designed to achieve the contact center goals, evolving the bank’s tooling, automation and channel capabilities to enable excellent self-service care, sales opportunities and best-in-class rankings

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