Quick Q&A on
Digital Customer Service’s Impact On Front-Line Staff
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Front-line staff is a precious resource for banks and credit unions. But churn is high among contact center agents and branch employees, who are often discouraged by routine, repetitive work. Offloading mundane tasks to digital self-service platforms, including virtual assistants powered by artificial intelligence, can make a front-line position more attractive to job candidates and foster retention among incumbent staff.
Jake Tyler, who leads product marketing of virtual assistants at Glia Technologies, has partnered with hundreds of financial institutions to improve digital customer service and shares his insights in this Quick Q&A.
You'll learn:
You'll learn:
- How digital customer service enhances the role of contact center agents
- Why strong digital customer service makes a difference to job candidates
- The role of humans in self-service
- The advantages of on-screen vs. phone
