How to improve customer satisfaction and efficiency in a changing banking environment

The aim of this master’s thesis is to come up with sound recommendations that can guide the contact center of AXA Bank to better service their customers by improving customer satisfaction. Falling short of capacity and changing customer expectations are two main causes of decreased customer satisfaction levels. Therefore, one looked on the one hand at how lack of capacity can be avoided without simply hiring extra live agents and on the other hand, at how the strategy of the contact center should be adapted to meet the changing customer expectations.