Why finding the customer
experience sweet spot is
essential in the finance sector
Today’s technology is a vital weapon in the ever-evolving battle to improve the customer experience. But finding the sweet spot between human interaction and the latest AI-driven innovations can be a tricky challenge in itself.
Consumer banking is an extremely competitive market.
Increasingly, customer experience is becoming a key differentiating factor. This makes customer service agents and advisors essential for success in the finance sector.
At EPOS, our focus is on making their jobs as frictionless as possible, and we understand every financial organisation is different with no one-size-fits-all approach. It’s why we offer a range of high-performance solutions, designed to drive productivity and efficiency and optimise customer engagement.
Our headset solutions empower agents to work from any location and communicate clearly, regardless of their work environment and noise levels.
Strike the balance between AI and the human touch to maximise results
With AI and automation, finance institutions can efficiently scale while maintaining headcount. But they need to retain the human touch to deliver the highest levels of customer satisfaction in a ‘best of both worlds’ strategy.
By striking a balance:
- Advisors no longer have to perform routine tasks and can focus on high-value work
- Agents can offer better proactive support instead of addressing the same common inquiries
According to the Zendesk report 2024, “The role AI plays for businesses is increasingly critical, because AI enables them to scale service operations, boost agent performance and improve customer interactions. As a matter of fact, 81% of CX leaders say that to improve CX, it’s critical to have generative AI embedded directly into the tools agents use."
As such, the human touch remains critical to the banking experience, so banks must continue to build and maintain personal relationships with their customers.
In turn, this makes advisors and customer agents especially valuable.
Since agents can work from anywhere, their devices must support this working style and help agents focus on customer conversations, driving meaningful and personal experiences.
DECT over Bluetooth
DECT is the preferred solution in certain situations, such as trading floors. Because DECT headsets operate within a dedicated frequency range, they are less susceptible to interference from other office devices on the open 2.4 GHz frequency.
This is why DECT excels in high-density environments when it comes to connection quality and stability.
The next standout feature is security.
DECT normally has a 3-level security chain. At EPOS, we take this further with our IMPACT 5000 DECT systems. We offer “protected pairing,” which physically pairs the headset to the base station in addition to using AES 128-bit encryption.
In hectic consumer banking environments, devices must effectively filter out background noise and ensure both sides of the call can hear each other clearly. EPOS IMPACT 5000 Series addresses this challenge, as it is not only certified for all leading UC providers, but it also meets Microsoft’s open office requirements, placing it into the ‘Microsoft Open Office Premium Microphone Headsets’ range.
DECT is also the obvious choice for people working from a fixed location and using a single desk phone or softphone. Its long range allows agents to walk around the office during conversations, and the call quality is generally higher and more stable.
Open office
The New Open Office is any modern work environment where you’re surrounded by noise.
This can be a busy banking office with agents talking to customers next to each other. But it could also be a representative working from a home office dealing with a running dishwasher or a neighbour’s barking dog.
With so many distractions, employees often have trouble concentrating, making them more fatigued and less productive.
Finance professionals often work in just such New Open Office settings.
Since they also tend to handle customers’ sensitive personal information during calls, a high-quality headset is essential for their work.
EPOS offers a range of headsets made especially with finance professionals in mind.
These headsets offer best-in-class audio performance that helps you stay focused and communicate clearly, no matter the level of noise.
Stay focused with Active Noise Cancellation
Be heard clearly on every call.
Wear comfortably throughout the day.
EPOS recommends
We offer headsets for every kind of worker. Find the right solution for your exact needs: