| Publisher | IDG (International Data Group) | ||
|---|---|---|---|
| Format | Date added | 05 Sep 2006 | |
| Topics | Bank Management, Customer Support Services | ||
| Downloads | 110 | ||
One of North America's leading financial institutions and Canada's most international bank, Scotiabank serves customers from around the world and recognizes that outstanding customer service is key to driving business success. Scotiabank understood that agents within its contact centres needed to have multiple proficiencies in order to provide high-quality service assistance across a broader range of banking products and services. However, Scotiabank's decentralized contact centre structure simply could not deliver the efficiencies required in tandem with this more flexible, highly skilled agent. Scotiabank looked to Avaya not simply as a provider of contact centre information technology but as a key strategic partner in helping their business continually evolve and enhance operational effectiveness.
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