It’s typical for customer service leaders to prioritize efficiency over everything. And with 80% of customers expecting fast service, it makes sense that chugging through more interactions, faster, would feel like a top priority.

But those same customers who want fast service also expect good service. They expect answers to their most pressing questions and resolutions for any issue that pops up. And, they want it delivered with a smile from your agents along the way. Unsurprisingly, it’s tough for your agents to turn on the charm and deliver this level of service at scale.

Today, we’re talking to Matt Benidt, Branch Banking Operations Group Director at Western Alliance Bank on what it takes to deliver outstanding service for modern customers.

In the financial services world, quality is essential. But you don’t want members to wait around for too long, either. Matt, who’s been in the financial services industry for the last ~20 years and has also held positions like VP of Retail Banking and CXO, is guiding you through the balancing act of service.