October 28, 2008 at 12:06 PM
Nationwide Financial Services Inc. has started to use a customer service system from E-Glue USA Inc. to help customer service representatives assist callers.
The e-Glue InterAct system can give reps at Nationwide Financial, Columbus, Ohio, customer-specific information during a telephone call and use information from the call to tell the reps what to do next, according to e-Glue, Hoboken, N.J.
During a pilot phase, reps using the system were 22% more accurate in routing asset retention cases than the reps in the control group were, e-Glue says.
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