When customers call during stressful financial moments, the experience needs to be both efficient and human. By using Verint® AI-powered solutions, one prominent financial institution is giving 6,500 agents real-time coaching to improve consistency and empathy. This coaching helped the organization achieve an NPS lift, which is estimated at roughly $28 million in annual value using industry-standard CX-to-revenue benchmarks.
For this member-focused financial institution, stressful financial moments can include deployments, family financial needs and periods of government disruption. With real-time coaching, their agents receive cues to help them recognize emotional signals, acknowledge frustration and respond with clearer support.
The same coaching approach also helps agents respond to specific service situations as they emerge. In one high-volume scenario, agents received real-time prompts with suggested guidance on approximately 160,000 calls. Strong agent performance was recognized with positive reinforcement, generating more than 1 million notifications and highlighting exceptional service. The result was a coaching experience designed to feel supportive, not punitive.
“Customer experience improves when agents have the right insights and support at the right time,” said Teresa Anania, chief customer officer at Verint. “Real-time coaching helps large service teams deliver more consistent interactions while contributing to measurable outcomes.”
Learn how Verint helps organizations achieve stronger, faster, measurable outcomes.
About Verint
Verint® is a leader in Customer Experience (CX) Automation, serving a customer base that includes more than 80 of the Fortune 100 companies. The world’s most iconic brands use the Verint CX Automation Platform and our team of AI-powered bots to deliver tangible AI Business Outcomes, Now™ across the enterprise. Verint is uniquely positioned to help brands increase CX Automation with our differentiated, AI-powered platform; driving enhanced customer engagement, increased efficiency and reduced costs across contact centers, back offices and digital channels. Learn more at Verint.com.
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