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BMO Virtual Connect recognized for excellence in customer service by Business Intelligence Group

April 10, 2024 | Recognition

BMO Virtual Connect won the 2024 Excellence in Customer Service Award in the category Transformation of the year for our agile delivery of self-serve functionalities in the Interactive Voice Response (IVR).  

The Excellence in Customer Service Award program celebrates the organizations, products and individuals winning in two ways: supporting their own customers and developing the tools to help others find success. It recognizes organizations who are dedicated to helping customers get the services they need, using innovative tools and solutions that make it easy.  

Agile delivery in a fully virtual environment 

BMO Virtual Connect, our customer contact centre, significantly enhanced the customer experience by integrating self-serve options in the IVR for declined transactions and credit limit increases using advanced analytics and customer research to identify customer friction points. 

The reduced wait time for customers following the implementation significantly improved the caller experience and increased operational efficiency, freeing up our agents to focus on more complex calls. 

“This recognition is a testament to our commitment to innovation and customer satisfaction. The team utilized an agile, iterative, and incremental development approach to prioritize the most valuable features upfront. Aligning work up to the finish line to provide flawless execution is a remarkable accomplishment.” 

– Holly Jackson
Head of BMO Virtual Connect 

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