SUCCESS STORY: SWEDBANK Swedbank assures customer service levels Financial services firm adapts multichannel model to improve agent productivity Tracking changing customer behaviors Customer emails were rising fast, yet all were still routed to a single inbox. Swedbank agents had to decamp to a different desk to reply. If the inquiry was complex, the likely consequence that the email would go back into the queue. This resulted in 24-hour-plus delays in replies and dissatisfied customers. “Our journey to exemplary customer service started 10 years ago in adopting the Genesys multichannel contact center solution to fix that email problem,” says Martin Kedback, Head of Business Development and Support at Swedbank. Thanks to open interfaces, legacy third-party software for

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