Banking call center professionals Contact Center Personalization 
Callminer
JANUARY 18, 2021
Besides nurturing an omnichannel approach to customer care, organisations should carefully consider the operational aspects of their call centres to ensure it is satisfying as many callers as possible, including adequately addressing customer vulnerability. Implement IVR post-call surveys to glean better insights from callers.
TRUSTID
APRIL 21, 2019
While these teams are dedicated to driving sales and retaining customers, the contact center also plays an important day-to-day role that can make or break your profitable bank-customer relationships. According to the recent article, “Is Your Contact Center Ruining Your CX?”
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TRUSTID
AUGUST 30, 2018
Many contact centers have become complacent in the way they verify customers over the telephone channel. While banks know that relying on conventional knowledge-based authentication (KBA) can leave customer accounts vulnerable to social engineering attacks, many continue to take that risk anyway.
TRUSTID
MAY 9, 2019
While these teams are dedicated to driving sales and retaining customers, the contact center also plays an important day-to-day role that can make or break your profitable bank-customer relationships. According to the recent article, “Is Your Contact Center Ruining Your CX?”
TRUSTID
APRIL 16, 2019
While these teams are dedicated to driving sales and retaining customers, the contact center also plays an important day-to-day role that can make or break your profitable bank-customer relationships. According to the recent article, “Is Your Contact Center Ruining Your CX?”
TRUSTID
JUNE 14, 2018
To engage and get the conversation going, individuals share personal information about themselves, including their full name, address, phone number, hometown, name of pet, and favorite restaurant, to name a few. The problem is all of this personal data falls within knowledge-based authentication (KBA) security questions. .
TRUSTID
MARCH 25, 2019
Many contact center professionals agree that resolving customer problems takes precedent over any other activity. But how can a call center improve other critical areas such as customer engagement when they are constantly operating in reactive mode? One area that can help is caller authentication.
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