Interventions in Committee
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Saima Malik
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Saima Malik
2017-02-01 17:05
At TD, we've introduced a couple of things. One of them is for our staff to access internal resources—so not just the call centre, but through internal chat. That allows them to share documents, browse documents in real time, and pull up applications and view them at the same time as the resource who is actually interacting with the customer.
In regard to being more transparent with customers, we introduced social media capabilities. Customers are allowed to ask questions of experts, and that information is then made publicly available. It goes through someone in audit or legal to make sure we can share that information publicly, but it is then posted so that information is then available to all customers who potentially have a similar question.
What's different about it from a typical FAQ or search answer is that they are questions that are very specific and unique to the customer. Other customers who are in those types of situations can then search for that information and get that response and use it at least as their first gate of information.
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