Power to the People: How Absa Bank Empowered Its People to Deliver Better Customer Experiences

As the largest contact center in South Africa with nearly 5,000 agent seats scattered across 30 physical sites, Absa Bank was challenged to present better customer experiences by operating as "ONE Absa" in the interest of its customers. However, a history of multiple locations, a proliferation of front-end systems and applications and inefficient processes made it impossible to empower the agents to solve customer inquiries in a timely and effective manner. Learn how Absa overcame these obs... To continue reading this story Click Here