Case Study – Banca Transilvania

Revolutionizing Customer Experience: The Impact of Online Appointment Solutions

In our fast-paced world, online scheduling has seamlessly integrated into our daily lives. It’s become second nature, a tool we can’t imagine living without. In the banking sector, we’ve witnessed a significant shift in customer needs and interactions, and the introduction of our online appointment solution has arrived precisely when needed.

Banca Transilvania’s partnership with Geomant has revolutionized customer experience through Geomant Queueing, our online appointment solution. This collaboration has streamlined operations, reduced wait times, and showcased adaptability in meeting specific needs, emphasizing the transformative power of technology in enhancing customer satisfaction.

Join us as we explore the transformative journey of Banca Transilvania as they harness the power of technology to enhance customer experience.

Your Wallboard: A Direct Line of Communication and a Tool for the Employee Experience

Customer expectations are evolving. Today’s customers want faster, more convenient, and more personalized interactions with companies and brands that fail to deliver at risk of losing all-important clients. However, while 88% of companies are now prioritizing customer experience in the contact center, many are still missing one crucial part of the puzzle: the agent experience.

Excellent employee experiences and memorable customer interactions go together. 85% of business leaders agree that engaged, empowered employees drive higher customer satisfaction. This suggests the path to a great CX strategy starts with an employee experience (EX) strategy.

So, how do companies ensure enabling and optimizing their workforce with the right experience? It starts with opening the lines of communication.

The Impact of Consistent Communication on EX and CX

Communication is at the heart of any successful business. Teams can’t collaborate, share knowledge effectively, or develop skills without successful communication. Whether your agents are at home or in the contact center, creating a direct line of communication that supports and empowers your teams without overwhelming them is essential.

Wallboards and agent desktops are one of the easiest ways to ensure agents have access to all the information they need to thrive. With the right wallboard solution, companies can provide their team members with an organized dashboard packed with inspirational messages, visual data insights, and best-practice guidance, all of which keep staff:

  • Engaged: With a wallboard showcasing inspirational and motivational messages, you can show team members you care about their well-being and eliminate feelings of isolation. Wallboards can even help distributed team members feel more connected to their peers.
  • Productive: Wallboards and agent desktops offer a fantastic way to provide agents with dynamic insights, guidance, and even training to help them perform more effectively at work. They can give next-best-action guidance, insights into performance metrics, and real-time views of crucial data to help teams make more intelligent decisions.
  • Efficient: A wallboard organizes all the information an agent needs to resolve customer problems quickly and efficiently. The best tools can integrate with your CRM to help agents deliver more personalized service and provide direct access to communication and collaboration tools without leading to data overload.
  • Motivated: With a wallboard or dashboard, companies can utilize gamification techniques, such as leaderboards and scoreboards, to get distributed team members invested in achieving their performance tactics and improving their benchmarks.
  • Successful: With opportunities for continued education, training, real-time guidance, and support, wallboards give agents more of the tools they need to be successful in their roles. This not only improves customer experience but also boosts employee retention rates.

Moreover, companies can create different dashboards for each employee group with the right wallboard technology. This means you can make the perfect workplace experience for both your in-office and remote employees while designing supervisor boards that provide managers and leaders with behind-the-scenes insights into EX and CX metrics.

Bridging the Communication Gap with Wallboards

Wallboards don’t just provide agents and supervisors with a birds-eye view of crucial metrics related to customer experience and satisfaction scores. They also act as a direct line of communication between your staff members, paving the way for better collaboration, productivity, and growth.

Used correctly, your wallboard can help bridge communication gaps in your business, improving employee experience, engagement, and retention. This boost to EX has a clear impact on your bottom line, leading to better customer journeys and fewer issues with customer service.

Great customer experiences start with excellent employee experiences; communication is vital to engaging your team. Discover how a Geomant wallboard can help you to connect, align, and empower your team members, wherever they are today.

Simplify Compliance Investigations In 3 Easy Steps

Compliance can be a challenging thing for any business to deal with. The regulations in virtually every industry are growing more complex each year as concerns about privacy and security continue to develop. If you’re not constantly working on your compliance strategy, you risk severe fines, legal issues, and damage to your reputation.

The good news? Most organizations won’t need to conduct a compliance investigation very often. However, this doesn’t mean you shouldn’t be adequately prepared. If you happen to encounter a situation where you need to audit your processes and evaluate compliance, failing to have the right plan in place could mean wasting time and resources.

So, how do you simplify compliance investigations and reduce the strain on your team?

All it takes is three easy steps.

Step 1: Leverage Automation to Keep Errors to a Minimum

One of the best ways to transform any compliance investigation is to ensure that there are no missing gaps in your data. Implementing tools that allow you to automatically collect information from the proper channels and store data in the correct locations will significantly reduce your risk of problems.

For instance, companies leveraging Microsoft Teams for their UCaaS strategy can use Geomant’s dedicated compliant recording system to capture all communications in teams automatically. You can implement a tamper-resistant, centralized solution for data collection, with workflows to assist with archiving, retrieving, and managing IM, video, voice, and screen-sharing interactions.

With automation, you can confidently ensure you meet strict record-keeping and reporting requirements without overwhelming your teams with additional tasks.

Step 2: Eliminate Investigation Roadblocks

One of the biggest issues companies have with compliance investigations is that the data they’re storing is often unstructured and difficult to navigate. Even if you’re constantly capturing voice, video, and other conversations, it can take hours to sort through these documents manually to find the necessary information.

Using a compliant recording and reporting system with built-in tools for transcribing, searching, and categorizing your communications can save much time. You can automatically transform every piece of audio data and video into easily searchable text. This means you can find keywords and statements in seconds rather than spending hours listening to each recording.

You can even tag specific conversations and interactions with categories to help you sort through different types of discussions. For instance, you may have a category for internal communications, one for VIP clients, and one for everyday customers.

Step 3: Modernize Case Management

Finally, it’s worth updating the case management strategy to make compliance as simple as possible for your compliance officers, auditors, and anyone else who might be dealing with your data. While creating clear policies and guidelines for your teams to follow, investing in the right technologies to boost your case management efforts is also helpful.

The right all-in-one tools can help significantly with this, providing you with an intelligent environment to track crucial insights in your business.

With an end-to-end solution for recording and compliance, you can monitor the state and quality of recorded data, track potential anomalies, and even enhance your strategy for dealing with each case. For instance, Geomant’s technology can be integrated with various tools, including Microsoft Azure, Office 365, and end-user applications, to give you comprehensive visibility. You can also access specialist services from Geomant to help plan and implement the ideal compliance strategy.

Simplify Compliance Investigations Today

While compliance investigations may not be particularly commonplace for many businesses, they’re still something all companies should be prepared to handle. The right technology can make a massive difference to your ability to collect, manage, and audit information across your communication ecosystem.

With Geomant, you can build a strategy for compliance visibility that benefits your entire team, leveraging high levels of recording redundancy, valuable integrations, solutions for speech transcription, and policy enforcement. We can also help you with step-by-step software and application development for your compliance needs.

How to Choose Call Center Hours of Operation

We’re living in a time where consumer expectations are constantly evolving. Today’s customers judge every brand by the customer service experiences larger companies like Amazon and Netflix offer. You could risk losing loyal clients if you’re not offering consistent, seamless support across multiple channels.

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