With an average age of 47, most credit union members are digitally savvy and, even when speaking to an agent, prefer digitally assisted experiences for faster outcomes. As a result, many financial services brands are contemplating hefty digital transformations. Having more channels and more technology, however, is not the goal - creating the best experience is.
Providing the fastest path to resolution is key, even if it means fewer channel choices. Packed with industry learnings, this guide provides tips for uncovering the contact drivers and workflows that are best suited for automation, partial automation, or live-agent support.
