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Servicing & CEXP
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Servicing & CEXP

Customer experience, account servicing, and loss mitigation workflows

Live queue
542 cases
128 escalations
CSAT pulse
89%
+4% vs last week
Survey freshness
7 min
Last refresh 09:23

89%

Customer Satisfaction

+4% vs. last week

2.3min

Avg Handle Time

Target: 3.0min

542

Active Cases

128 escalations

94%

First Call Resolution

Goal: 92%

Customer Experience Toolkit

Live

Support Portal

Omnichannel support desk with chat, email, and phone integration for customer inquiries.

Open Console View Queue
Unified

Account Management

Full customer account view with history, transactions, and relationship details.

Open Profile Recent Notes
Active

Loss Mitigation

Hardship programs, payment deferrals, and workout plan management tools.

Open Requests Run Scenarios
Automated

Communication Hub

Automated and manual communication tools for statements, alerts, and notifications.

Send Alert Templates
Insights

Feedback & Surveys

Customer satisfaction surveys, NPS tracking, and feedback analysis dashboards.

Launch Survey NPS Trends
Self-Serve

Account Updates

Process address changes, payment method updates, and account modifications.

Verify Change Audit Log

New Account Onboarding

Automated welcome series with milestone check-ins and digital guidance.

Payment Reminder Flow

Triggered reminders across SMS, email, and in-app notifications.

Care Escalation Journey

Priority routing with real-time supervisor alerts and recovery offers.

Post-Call CSAT

Short-form survey auto-sent after every live interaction.

Quarterly NPS Pulse

Segmented NPS tracking by product, channel, and region.

Voice of Customer

Open-ended feedback analysis and sentiment tagging.

Live Service Queue

Case #C-4021 · Escalated Billing Issue
Maya R. Waiting 18 min Tier 2
Billing dispute flagged as high impact. Recommended actions: refund review, payment reissue, manager callback within 30 minutes.
Case #C-3987 · Payment Plan Adjustment
Jonah K. Waiting 9 min Tier 1
Customer requested lower payment installment. Suggested options: extend term or offer hardship assistance.
Case #C-4012 · Address Update
Priya S. Waiting 4 min Self-Serve
Address update validated automatically. Pending final confirmation and document upload.

Customer Insights

NPS Trend

Rolling 30-day NPS +42, driven by faster callback times.

SLA Compliance

92% of cases resolved within target SLA this week.

Self-Service Adoption

65% of routine requests now completed in-app without agent handoff.

Agent Load Balance

Even distribution across 18 agents, with 3 overflow ready.