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Insights and Expertise

The winning formula for agent support:

training + technology

This approach should include:
• Investing in training,
• Optimizing workflows,
• Implementing automation solutions to support
frontline agents.

Automated call routing can analyze the nature of customer
inquiries and direct more complex tasks to the most
qualified agent, while directing routine inquiries through
self-service options. Real-time assistance can support
agents during live conversations, flagging customer
frustration or hesitation and offering on-screen prompts
to guide interactions effectively.

Plus, automated summarization tools can reduce after-call
work by transcribing key points of customer conversations,
allowing agents to move quickly to the next caller. The
By Jennifer Lee
Intradiem
anking and financial services contact centers Support your agents, strengthen your brand
are the frontline of customer service. Agents
must navigate frustrated callers and complex Frontline contact center agents need more than
B regulatory questions while maintaining pro- soft skills—they need systems that support their
fessionalism and accuracy. But while they’re focused on performance, health, and job satisfaction. Here’s
supporting customers, agents need support themselves. how to help them thrive:
Without it, they’ll risk burnout, customers will endure
poor service and financial institutions will face reputa- • Invest in agent preparedness: Use microle-
tional damage. arning, AI-driven knowledge assistants and
automated workflows to equip agents with
Achieving the right level of support is an art. It requires a real-time answers and reduce after-call work.
good mix of technology, strategic training and a people-
first approach. But getting it right allows your institution • Enhance call routing: Leverage automation
to build customer trust, strengthen agent engagement and to match inquiries with qualified agents and
improve overall efficiency. Here’s how. streamline routine interactions through self-
service.
Prepare for everything
• Prevent burnout: Monitor early warning signs
When merchants call their merchant service provider, like longer call times and rising frustration
their inquiries are often complex. They may be navigating scores; use automation to adjust staffing and
such pressing issues as a network outage, surge in insert wellness breaks.
chargebacks, fees they weren't expecting, tax questions or
a compromised account. • Prioritize well-being: Build a culture of sup-
port with tools like sentiment analysis, guided
An incorrect response or misrouted call can cost a customer exercises, and fair scheduling.
valuable time and money. This is why preparation is • Reap the benefits: Engaged agents deliver
key. Institutions that take a proactive approach will see better service, improve retention, and elevate
improved agent morale, faster call resolution and higher your brand’s customer experience.
customer satisfaction.

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