The Contact Center turned on post-chat surveys late last month, and so far, the response from customers has been fantastic! After each live chat session, customers are offered the opportunity to complete a survey about their experiences. Vice President, Contact Center Manager Colleen Egan said the responses they’re receiving have been extremely positive.

She shared an example, highlighting just one outstanding response received from a customer after a chat interaction with Senior Contact Center Specialist Denis Hostettler: “Denis was awesome. I had a technical issue, and I didn’t need to be escalated. He understood my problem and communicated exactly what I needed to know. I wasn’t expecting a real human, let alone a real great agent. North Shore Bank wins again for awesome customer experience. Would totally recommend. Thank you, North Shore Bank, for exceptional experiences.”

Great job, Denis, and congratulations to the Contact Center for the great feedback they’re receiving!