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The Modern Customer Podcast

The Modern Customer Podcast is a show exploring the intersection of customer experience, social customer service and content. We will also dive into related leadership topics. The show is hosted by Forbes contributor and customer experience strategist Blake Morgan and features guests that include practitioners, authors, influencers and other tastemakers.
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Sep 23, 2015

Can you imagine a bank that’s customer service agents create rapport with customers, so much so that they will learn intimate information about the customer and act on it? For example a customer service agent might talk with the customer about literature and then send them an actual book in the mail. This is not strange for ATB Financial, formerly known as Alberta Treasury Brand Financial—this bank is not your average contact center. Benchmarking itself with companies like Starbucks and Apple, ATB Financial decided to do something different when it comes to the freedom they give their contact center agents. This week's Modern Customer Podcast guest is ATB Financial’s Dwayne Calder, director, customer care and operations. Leveraging call recording to replace “hand written customer signatures” with verbal consent, the company reduced customer effort and elevated the customer experience. With a focus on supporting its customer experience process design, ATB Financial employs speech analytics to translate voice of the customer data into actionable improvements by using customer conversations and frontline team members to identify root cause of customer challenges. ATB Financial is a unique bank with a compelling customer engagement story. Tune into this week's Modern Customer Podcast to hear more.

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