Rising call volume was overwhelming the contact center and creating a growing backlog of account maintenance work. Staff spent most of their time answering repetitive client questions with less time to focus on deepening client relationships.

See how Bank of Oak Ridge solved it with Engageware Customer Self-Service:

• How daily call volume was reduced by more than 20% with account maintenance backlog dropping more than 66%
• How 64% fewer technology-related calls freed staff for higher-value client interactions
• How clients gained 24/7 access to self-service support across web and mobile channels without staff involvement