Even more customer-centric, more focused on the customer experience, even faster, even more positive customer feedback, creating professional and more WoW experiences - these are just some of the goals of the Contact Center team, which has embraced agile transformation, a working style implemented in maib since the end of 2021. Agile WoW is short for the English way of working, which, in translation, implies the new working style, maib being the first and only bank in Moldova working according to the agile methodology.
The agile transformation of maib Contact Center has followed the latest transformational waves, where various business, retail development, and operational support teams have gradually embraced the new way of working. Of course, given the specifics of the Contact Center activity, the implemented agile format was redefined, keeping the design approach (structure, people, processes, technologies) but opting for a customized version, which:
- focus the orchestra members around the mission of being the best in customer care and support;
- create cross-functional teams that follow the end-2-end process, integrating the work of the Contact Center with that of the product development teams to provide front-line feedback;
- ensure a practical point of contact with each customer.
Before embracing agile as one of the defining elements of the maib culture, the members of the new Contact Center Orchestra went through the training process in bootcamps, familiarizing themselves and already adopting the techniques and language characteristic of agile methodology in their work, developing agile behaviours and attitudes, and catching up with the new working style.
Giorgi Shagidze, maib CEO:
"I congratulate the Contact Center team for taking this step to the next level by embracing agile. Maib is continually growing and always aims to put the customer at the centre, create quality customer experiences, develop products and services that suit the customer's lifestyle, and agile is helping to make all this happen even faster. Thank you for your professionalism, loyalty, and dedication to serving the customers who call maib Contact Center very well, and I wish you successful experiences."
Aliona Stratan, maib First Deputy Chairwoman of the Management Board:
"I have a strong belief that agile will help ensure that the result of working together with the product development teams is so good that the Contact Center experiences peace of mind and the few calls are only about issues such as the location of the nearest ATM or feedback on the quality of service provided. Good luck, agile Contact Center".
Why did maib adopt the agile working philosophy?
Today's world is changing at a dizzying pace, and we need to change too, to be agile and flexible so that we can always be customer-focused, responding to their expectations and needs.
- Technological progress, Fintech motivates us to accelerate, develop and innovate.
- We want to attract and retain the best employees, and to do this, we need to offer them an innovative working model and great work experiences, and agile WoW is one of them.
Maib goes agile!
