Description: The article is about bmo login. This is a brief introduction about Bank of Montreal. Bank of Montreal is a highly diversified financial services provider. This passage contains some efforts Bank of Montreal has made to improve themselves.
Bank of Montreal is a highly diversified financial services provider. We offer a broad range of personal, commercial, corporate and investment products and services to more than 12 million customers across North America. Our vision is to be the bank that defines great customer experience.
Since we’ve upgraded to version 11, we’re now at 100% transcription, I’ve been leveraging the trend analysis tab. This provides a quick look at category trending and historical data week over week.
It even gives us customer behavior indicators which can tell us words and terms that are coming out most often in customer conversation. It’s easy for me to take a look at some clues as to what we should do to better service our customers. We publish a monthly dashboard that contains our top call drivers per line of business with associated metadata, we use insights for any analytics that we’ve done throughout that month.
We’ve identified our top five processes per line of business that drive the most repeat calls, we’ve also been able to identify our top customer digital challenges and the associated average handle time with those. We’ve been working with Verint almost a decade, we are still using Verint speech analytic software.
We found it invaluable. We begin to realize why our customers called us, what their experience was and what the associates experience was. We had partnered with it for almost a decade, we have made fabulous results and insights into the customer experience.
We found that Verint speech analytics software invaluable, it provides closer look to over a large amount of calls in various lines of businesses. We’re able to harvest data around the associate experience. We didn’t have a clear insight into what that is.
We want to understand if customers were no longer using our products as much as they previously did. We want to understand if there was a new campaign being launched. We’re modifying a new service. We want to know how our customers are responding to it. We want to know what their delights are.
The possibilities are limitless, we can do that with the software analytics. From the very beginning, it was almost a decade since we use speech analytics, they were very supportive. The after sale service was phenomenal. If we had an issue or questions around reporting, there would be a session set up to find what the need was.
Verint was there to help support us. Sometimes it could simply disconnect us with other users’ speech analytics users. They will make the connection for us and we will have those conversations. There are so many possibilities, you can harvest that information.
There are still some hands-on work. You can build the categories and understand the calls that are coming through your contact centers. Learning some of this through the help with key power users of, speech analytics was beneficial to our success.