Finesse "two levels wrap-up" gadget

Industry: Financial Services Region: EMEA Technology: UC/Customer Care

Customer analytics is considered the most critical technology investment for CX improvement projects, with 50% of all organizations intending to increase investment in areas such as customer journey and customer needs analysis

Gartner Research. CX Market Intelligence blog: Gartner 2018 CX Project Benchmark

Understanding limitationsOne major Middle Eastern bank wanted to proactively use its call center data to improve its customer experience. Cisco was brought in to add flexibility to the bank’s authentication process, which unfortunately limited its agents' ability to enter call notes or summaries.The issue is important for two reasons:

With call summaries, the bank can track how many customers experienced similar problems. Mining customer databases for these types of summaries could provide huge insights for the bank to improve future customer satisfaction

With call notes, the bank can easily uncover whether a caller has a consistent issue and can quickly detail ongoing progress, allowing the caller to not repeat his problem again.

Process completeCisco consulted with the bank and recommended the Cisco Finesse two levels wrap-up gadget, which provides both authentication and the ability for agents to summarize their notes after a call.Here’s how the process works:

Once a call is completed, Finesse redirects automatically to a tab where the agent can record his or her notes.

The agent submits the information and his or her status is automatically changed to “Ready.”

The information submitted is stored in two gadgets:

Call history gadget - Loads history for all calls made previously by the same customer
Call statistics gadget - Shows the agent’s daily outbound calls, grouped by outcome

With this in place, the bank can now look to improve its internal processes to further strengthen its customer satisfaction.