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Set Your Employees up for Success

As prevalent as self-service has become, there will always be a place for live service representatives and a value to human interaction. Therefore, it’s in your best interest to ensure that each interaction is as positive as possible and contributes to an exceptional customer experience by equipping your frontline staff with the tools they need to succeed.

First and foremost, it’s imperative that you invest in comprehensive training. If that seems like an obvious piece of advice, that’s because it is — but it’s still worth mentioning because banking industry training techniques are rapidly evolving. From virtual simulations to gamification, technology sits at the forefront of employee training and ongoing education.

From there, the next step is to build an internal knowledge base that employees can refer to when they encounter questions they don’t know the answers to. This knowledge base should serve as a centralized repository for everything from policies and procedures to relevant industry regulations and should be well-organized and easy-to-navigate to prevent customers from waiting on answers any longer than is necessary. Be sure to regularly update your knowledge base so that it includes only the most accurate and relevant material.

The final key to empowering your employees (and one of the most valuable ways to improve customer service in banks) is to invest in the latest front-end and back-office banking technology. From a CRM solution that uses data-driven insights to provide a 360-degree view of the customer to security systems that leverage predictive analytics for fraud prevention and protection, a strong solutions ecosystem can be real asset to your staff. Most importantly, be sure to integrate these systems so they have access to the same data, and so your service representatives don’t have to jump from one system to another when they field customer requests.