CSM Magazine

JUNE 7, 2022

As contact centres embrace the world of remote and hybrid working, Rob Crutchington, Managing Director of Encoded, discusses how the cloud, open banking and the latest SCA regulations help protect the customer, agents and merchants when taking payments. The new world of hybrids. How secure is homeworking? Think Cloud first.

Banking 52

Banking APIs Interactive Voice Response Surveys 52

CSM Magazine

JANUARY 26, 2022

Contact centres are complex places at the best of times with multiple systems and fluctuating customer demand. . Frictionless payments and protection from fraudulent transactions are priorities for both contact centres and customers. For those contact centres taking payments, new ways of working had serious implications.

Banking 59

Banking Finance Interactive Voice Response Technology 59

CSM Magazine

JUNE 14, 2023

Research from ContactBabel , sponsored by IRIS Audio Technologies , reveals contact centres in the UK are wasting £246m each year due to customers and agents mishearing and having to repeat themselves on calls. With the average call duration topping 7 minutes, 12 seconds, this means 3.5%

Transportation 52

Transportation Banking Surveys Technology 52

CSM Magazine

JUNE 14, 2022

Customers like Standard Bank , the continent’s largest bank, that recently implemented Calabrio Workforce Management (WFM) for 4,000 agents alongside its Amazon Connect Contact Centre as a Service (CCaaS) platform. The race to accelerate South Africa’s cloud journey. Here are five reasons to lead the move to the cloud: 1.

Cloud contact 59

Cloud contact Banking Business Process Outsourcing Employee engagement 59

Fonolo

MAY 19, 2020

The coronavirus has altered the way that contact centers reach out to their customers and will undoubtedly change the way business is done in the future. Most recently, Toronto-Dominion Bank announced that they’d be moving almost all of its call-centre employees from 15 different U.S. Capital One Financial Corp.

Call Center 91

Call Center Banking Real estate Contact Center 91

Spearline

JANUARY 11, 2022

Banking, financial services and insurance expected to have a larger market size The banking, financial services and insurance vertical deals with the need to reduce non-core functions and has started outsourcing them. Outsourcing helps banks minimize costs and maximize efficiency.

Banking 98

Banking outsourcing Healthcare Marketing 98

CSM Magazine

MARCH 3, 2022

From 14 March 2022 any merchant that fails to comply with the requirements could be subject to Financial Conduct Authority (FCA) fines and risk customer purchases being declined. There is a risk that if an e-commerce transaction doesn’t meet the SCA requirements, it could be declined by the card issuer/bank. About the Author.

Banking 59

Banking APIs Interactive Voice Response Management 59

Merchants

OCTOBER 15, 2020

Single point of contact for business banking customers Operating for over 150 years in South Africa, Standard Bank South Africa (SBSA) is one of the country’s largest financial services groups and operates in 32 countries around the world.

Business Process Outsourcing 52

Business Process Outsourcing Banking Customer Service outsourcing 52

CSM Magazine

AUGUST 30, 2023

In the dynamic landscape of financial services, where numerous firms are vying for the same set of customers, differentiation is the name of the game. Jon Brooks, Head of Financial Services at Sabio Group, suggests some ways to stand out. This can be done in a number of ways.

Customer Experience 52

Customer Experience Banking Feedback Chatbots 52

Fonolo

SEPTEMBER 15, 2020

Despite their community-conscious values and financial prudence, credit unions are struggling to win the wallets of Gen-Z because they’re not meeting their expectations technologically. 33% of the youngest generation have already entered the workforce, and around two-thirds already have bank accounts of some type.

Banking 125

Banking Finance Interactive Voice Response Morale 125

pindrop

JULY 24, 2020

The Raconteur Fraud and Privacy Report Provides Actionable Contact Centre Insight . At Pindrop, we regularly publish resources , run training sessions, and offer tools and research to Contact Centres Leaders. Contact centre crime has already rocketed by 350 per cent in the past five years.

Interactive Voice Response 52

Interactive Voice Response Banking Education Accountability 52

Select VoiceCom Blog

NOVEMBER 28, 2023

It uses automatic dialling systems to contact numbers in a company’s database without human agents. Drawbacks of robocalls While robocalls offer convenience for call centres, they still aren’t the perfect telemarketing solution. Once a number is in the register, telemarketers have 30 days to stop contacting that number.

Telemarketing 52

Telemarketing Banking Government Telecommunications 52

CSM Magazine

FEBRUARY 29, 2024

From banking to utilities to services, not a single sector was spared from the downward trend. in banks and building societies while it fell 2.9% Financial pressures and economic uncertainty breed irritability and impatience on both sides of the service interaction. It didn’t make for great reading. C-Sat dropped 0.9%

Journey mapping 52

Journey mapping Self service Banking Customer advocacy 52

Enghouse Interactive

MAY 28, 2021

Previously, customer contact has often been limited to office and telephone interactions. The switch to a hybrid/blended contact model. An initial focus of the pandemic was that the traditional contact centre had to transition to homeworking. Capacity has been a major issue for customer contact.

Customer Service 119

Customer Service Self service Government Banking 119

CSM Magazine

SEPTEMBER 8, 2021

For customers to buy from an organisation either in person, online or via a contact centre they need to be confident that their payment cards will not be compromised, their personal details are secure and their identities cannot be stolen. . Robert Crutchington at Encoded explains why it pays contact centres to be PCI DSS compliant.

Banking 52

Banking Personalization Technology Management 52

Callminer

APRIL 23, 2019

PCI DSS is a set of strict regulations created to protect private financial information and prevent credit card fraud. Typically, it’s banks that are fined for non-compliance and fines range from $5,000 to $100,000 per month. After fines have found their way to merchants, the banks often change their relationship with said merchant.

Best practices 159

Best practices Call Center Banking Contact Center 159

CSM Magazine

NOVEMBER 25, 2022

For contact centres that have a very high number of employees, this issue around salary is exacerbated. Financial wellbeing is just as important as the sum of money that arrives in the bank each month. There are a multitude of ways to support a member of staff financially.

Customer Service 52

Customer Service Banking Education Accountability 52

Creative Virtual

OCTOBER 5, 2020

Also take a look at Part 2: Supporting Contact Centre Agents and Part 3: Supporting Employees. While some sectors saw a return to more normal usage after the initial spike, the Banking sector continued to see increased usage compared with the first two months of 2020.

Virtual Agent 52

Virtual Agent Customer Service Chatbots Self service 52

CSM Magazine

NOVEMBER 9, 2021

New executive, Tim Klein, brings more than 25 years of combined business development and financial experience to the Calabrio leadership team. Klein brings decades of knowledge in corporate development, mergers and acquisitions, investment banking and finance. Find more at calabrio.com and follow @Calabrio on Twitter.

Marketing 59

Marketing Finance Banking Analytics 59

Creative Virtual

APRIL 16, 2020

As described in my previous post , financial organisations find themselves under immense pressure due to the unfolding coronavirus crisis; they have to respond quickly to rapid changes. In early March, after having sent the initial quick review of coronavirus user inputs, there was a very speedy and effective response from the bank.

Customer Support 52

Customer Support Virtual Agent Banking Self service 52

CSM Magazine

JUNE 29, 2022

Teleperformance is one of the world’s largest business process outsourcing (BPO) providers serving global enterprises, in the retail, financial, travel, automotive, government and healthcare sectors. ” For more information on Teleperformance, visit www.teleperformance.com.

Enterprise 52

Enterprise Automotive Business Process Outsourcing Government 52

CSM Magazine

MAY 19, 2021

At the frontline of customer services, contact centres should take the opportunity to review their existing systems as businesses take the dust covers off the tills and open the doors. Going mobile – with less opportunity to visit shops and banks, using a mobile device has provided a convenient way to pay bills and check balances.

Interactive Voice Response 59

Interactive Voice Response Banking Customer Experience Management 59

Comm100

DECEMBER 13, 2021

With that said, studies show that there is still major room for growth, with opportunities for financial services organizations to differentiate based on the digital experiences they provide. One-third of survey respondents agreed that they are using digital banking channels much more now than pre-pandemic.

Banking 52

Banking Wait times Surveys Chatbots 52

CSM Magazine

JULY 13, 2021

The Financial Conduct Authority (FCA) has announced the deadline for implementing full SCA compliance for e-commerce transactions is now 14 March 2022. If a customer pays online for goods using an SCA process, but later claims it was a fraudulent transaction, the bank or card issuer accepts liability.

Banking 52

Banking Interactive Voice Response Accountability Management 52

Creative Virtual

JULY 10, 2019

Traditional banks and financial institutions can no longer count on lifelong loyalty from their customers. Gone are the days of people selecting and staying with a bank simply because their family has been banking with that institution for generations. By Liam Ryan, Sales Director. Our thanks to the Informed.AI

Virtual Agent 40

Virtual Agent Banking Chatbots Self service 40

Merchants

JUNE 4, 2019

In their drive to be digitally relevant and hold market share, both traditional and digital banks run the risk of losing customers by reducing human interaction. In an environment where consumers don’t trust banks, human interaction will remain significant to build customer loyalty through changing interactions.

Banking 40

Banking Business Process Outsourcing outsourcing Marketing 40

Noble Systems

OCTOBER 22, 2018

In light of recent news from the royal commission exposing misconduct by Australian banking and financial institutions, businesses in the financial sector should consider taking a look at their internal sales practices and potentially recalibrating their corporate culture. X Bank made it easy for me to handle my issue/request.

Banking 48

Banking Gamification Customer centricity Surveys 48

Eptica

NOVEMBER 13, 2015

Date: Friday, November 13, 2015 7 ways banks can transform customer experience. Author: Dharmesh Ghedia Banks and other financial service providers are facing unprecedented challenges. For example, Kabbage can approve a small business loan in 7 minutes while Dutch bank Knab sets up new current accounts in just 5.

Banking 77

Banking Customer Experience Finance Multichannel 77

Creative Virtual

APRIL 18, 2023

In healthcare it is used in radiology results analysis and robotic assisted surgery, in banking it is the core of fraud detection, and in retail and e-commerce it is the behind personalisation, integral to effective inventory management and powers customer service chatbots. This discussion should continue.

Government 52

Government Morale Transportation Technology 52

Back Office Centers

DECEMBER 14, 2023

Expertly managed back office outsourcing services enable corporate entities to drastically reduce their operating expenses, turn the back office into a true profit centre, and enjoy higher productivity and cost savings. Financial Savings Back office work outsourcing frequently results in considerable cost reductions.

outsourcing 57

outsourcing Finance Accountability Business Process Outsourcing 57

Back Office Centers

AUGUST 10, 2023

Our two delivery centres serve as the office for our back office support personnel. However, outsourcing completes the task quickly and without the need for additional hiring or significant financial outlay. If you have a direct funding facility with a bank, you most likely also have an internal back-office crew.

outsourcing 52

outsourcing Calibration Banking Accountability 52

Fonolo

SEPTEMBER 11, 2018

Analyst Dan Miller covered these points well in his recent post, “ Contact Center to World: Reports of My Death Are Greatly Exaggerated ”: A popular meme is … [the] … growth of digital commerce and messaging networks … eclipsing the need for live contact center agents to assist prospects and customers. Successful Cases Studies.

Customer Service 89

Customer Service Banking Contact Center Call Center 89

Callminer

AUGUST 6, 2019

Customer service executives should be able to handle the software within a few hours.” – What to think about when choosing call centre software , Irish Tech News; Twitter: @Irish_TechNews. Contact center software has evolved as customers’ expectations and needs have shifted with the rise of mobile devices and social media.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Eptica

AUGUST 28, 2015

It was a physical department, normally including a call centre, that dealt with all incoming customer communications (mainly via telephone and letter), and provided help and support. General Motors created a social media centre of excellence that brought together experts from sales, marketing and service.

Multichannel 92

Multichannel CRM Contact Center Banking 92

bold360 Blog

MARCH 19, 2020

Not only has this resulted in major reductions in “mundane” inbound calls to the contact centre – but it is also improved conversion rates and average spend. When your in-house or outsourced service centre is focused or costed on metrics like cost per call, this can help massively by reducing admin and boosting productivity.

Chatbots 52

Chatbots Coaching Banking outsourcing 52

Blueship Call Center

JUNE 21, 2023

This may lead to more accurate financial reporting. Increasing Customers Through Back Office Outsourcing Back office outsourcing is just as significant as other outsourcing-related sectors, including contact centre outsourcing, finance and accounting outsourcing, and outsourcing for research, despite its smaller size.

outsourcing 63

outsourcing Finance Government Customer Care 63

Select VoiceCom Blog

MARCH 21, 2023

With many people working remotely , financial experts see the risk of a global recession looming as artificial intelligence (AI) is set to antiquate thousands of jobs in the coming years. The World Bank reported that companies’ sales plummeted 45% from April to September 2020. So, what can you do?

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Government Surveys 52