Fabian Russell

VP Call Center Operations RoundPoint Mortgage

Thursday, August 27

Thursday, August 27th, 2020

1:30 PM How RoundPoint Mortgage Adapted Their Omnichannel Strategy During COVID-19

COVID-19 has rapidly changed how consumers interact with businesses causing customer service professionals worldwide to quickly adapt to this new reality.

RoundPoint Mortgage, one of the nation’s largest non-bank mortgage servicing companies, was able to seamlessly adjust their contact center strategy to address these new changes in consumer behavior. They modified their omnichannel strategy to meet new customer expectations and empowered their new work-from-home (WFH) agent workforce to service every customer online with care.

Learn how RoundPoint:

· Navigated high contact center volume during a crisis.

· Improved first call resolution with a digital-first omnichannel solution.

· Utilized a visual IVR to adapt to new customer behaviors.

· Shifted to WFH environment with a cloud contact center.