Barclays Absa had a simple strategy for success: To become the #1 bank in customer satisfaction surveys in 18 months, even as it completed its expansion across 11 countries within a year.
But how was the financier going to operationalize the customer service transformation when 80% of its staff were new and inexperienced? How could it make any agent any call a reality? That, too, in 18 months?
In this video, the mastermind behind the transformation — Daryn Britz, Head of Customer Service Center at Absa — shows us how eGain’s Artificial Intelligence-powered Knowledge, with its multimodal, centralized knowledge base, “obviously (became) the enabler” for Barclays Absa.