Anthem Blue Cross Blue Shield of New Hampshire, a provider of health insurance, wanted their customer service representatives to have easy access to commonly asked questions. They believed that by offering the information online and improving the organization of the information they would reduce amount of wait time per call and overall call duration, and deliver a consistent message.
BMO Financial Group, headquartered in Montreal, Canada, serves more than 12 million personal, commercial, corporate and institutional customers in North America and internationally. The company provides a broad range of retail banking, wealth management and investment banking products.
One of the world’s largest financial services companies operates customer service centers in the United States and several other countries. The centers receive over one million telephone calls annually. The average duration of a call is three to five minutes, and over one third of these calls require the customer service representative (CSR) to search for information to answer the customer’s questions.
FirstLight Federal Credit Union is a financial services cooperative headquartered in El Paso, Texas, USA. It has served area consumers and businesses for over 50 years.
Vystar Credit Union is among the largest credit unions in the US, with over $5 billion in assets. Headquartered in Jacksonville, Florida, Vystar offers its nearly half a million customers a wide range of financial services that include savings accounts, checking accounts and credit cards as well as consumer loans and mortgages.
The Insurance Corporation of British Columbia (ICBC) provides auto insurance as well as driver licensing, vehicle licensing and registration to motorists in the Canadian province of British Columbia.
Commonwealth Bank is one of Australia's largest banks. Commonwealth, which operates in several countries, is headquartered in Sydney.
Vancity Credit Union is Canada's largest community credit union. With 490,000 members supported by 2,500 staff, Vancity uses its $17 billion in assets to help improve the financial well-being of its members while at the same time helping to develop healthy, sustainable communities.