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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. There has been a rapid change in recent years in how people live and work.
Nicereply
AUGUST 10, 2022
To give the best customer experience, you need to ensure that your writing skills are spot on. As a business, you’re probably well aware that the days where customers call up to communicate with your business is are slowly disappearing. Of course, phone calls are still used during essential times, but this number is decreasing fast. Read Every Word.
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Callminer
APRIL 21, 2020
Learn more about how gamification can help boost call center agent performance by downloading our white paper, Using Gamification to Improve Contact Center Performance. The role of a call center manager is complex and challenging. Meet Our Panel of Call Center Managers & Business Leaders: Adeel Shabir. Hassan Alnassir. Ben Winter.
TRUSTID
OCTOBER 21, 2018
The expectations that customers have when talking to a call center agent plays a big role in both your customer experience and how your customers feel about your brand. The article cites three common performance benchmarks that can help you compare how your call center measures up against other call centers. Dowling, M.D.,
Maru Group
SEPTEMBER 4, 2018
Maru/edr research from just last month revealed 62% of consumers cite trust as the most important factor when considering which provider to open an account with. However, 84% of retail banking customers would be willing to provide their feedback if given the chance. The growth of review sites is testament to this.
Quiq
MARCH 6, 2020
Mobile rules consumers’ personal lives and how organizations engage with consumers via mobile is quickly evolving. . Even then, the process required users to register their bank accounts online and reply “yes” to special offers sent to them through text messages. Share This Story. billion coming from online sales.
Kayako
JANUARY 24, 2018
I’d purchased flights through a popular comparison site only to find double charges in my bank account. Did my bank have an error? Did the comparison site or airline double book me? We predict it’s the technology they choose that will reflect how close they want to get to their customers. Does this sound familiar?
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