Today’s banking contact centers are under pressure. High call volumes, low IVR containment rates, and frustrating self-service experiences lead to escalating costs and declining customer satisfaction. But what if you could design a support experience that not only improves containment but also enhances customer trust and loyalty?   

Join Rachel Walsh, Senior Director of UX Research at UserTesting, and Amy Wigdahl, Principal Industry Solutions at UserTesting, as they explore proven strategies to optimize the entire banking support journey. 

In this webinar, you'll learn how to: 

• Map the full customer support journey to uncover the root causes of high call volume
• Optimize self-service channels—from FAQs to chatbots—to meet customer needs more effectively
• Develop caller personas to design IVR menus that improve containment while delivering an exceptional experience