Industry: Financial Services Region: EMEA Technology: Customer Care
A major European bank was struggling to motivate its contact center employees to sell more services and promotions.Rather than fall back on historical methods of improvement, such as increasing incentives or firing managers, the bank wanted to invest in something different.
After getting feedback on ideas that could improve productivity, the bank settled on a gaming system that managers thought would competitively encourage each agent to sell more.
Instead of financially rewarding agents better, the bank found that merit and recognition among the sales team was one of the most important drivers to increasing performance.
To help the bank solve this issue, the bank sought out the Cisco CADI services team for advice. Cisco recommended a Smart Wallboard that could highlight top performers and also allow users to interact with the screen, allowing for more collaboration among the salesforce.
Some of the main advantages the bank witnessed from integrating the Smart Wallboard included:
