Transform customer experiences
Interactions with contact centres can be arduous and time-consuming. Advisors often fail to explain complex information in a simple way, leaving the customer with a negative experience.
Our task was to transform contact centre conversations to help Contact Centre agents confidently navigate complex interactions and ensure that customers could easily understand their options, act upon them, and feel confident in the decisions they had made.
We’re delighted that The Forum awarded us the Innovation in Customer Experience award for our work with Aegon’s contact centres, training their team to use Behavioural Economics to transform their interactions with customers.
But that is not all - for the same piece of work, we were the winner for the Most Effective Learning and Development programme at the 2017 European Contact Centre & Customer Service Awards.
The changes Cowry have made to our scripts make it easier to explain complex pensions in a simple way our customers can understand."
Claire Houstin, Senior Associate, Aegon Assist