Solving FSI call centre capacity challenges in 2023

Solving FSI call centre capacity challenges in 2023

More and more consumers are moving away from brick-and-mortar and choosing to transact on their mobile devices. The digital space owns the spotlight in this transition, but contact centres are also experiencing massive and often overwhelming spikes in business. As foot traffic in physical establishments decreases, contact centres are pushed to their limits.

Companies are looking for new ways to fill in gaps and keep customers happy and serviced with limited capacity and human resources. Voice AI is a constantly evolving technology that has seen success in not only supplementing the workforce but also enhancing data collection and process optimisation efforts — and companies are starting to take notice.

• What challenges are financial institutes facing in optimising their call centres and CX?
• How can companies leverage technology to offset call centre capacity challenges?
• How can companies effectively and accurately measure success in call centre and CX optimisation?