Calabrio

NOVEMBER 25, 2020

In fact, the pace of change is only accelerating affecting nearly every facet of our lives, from how we bank, shop and socialize to how we respond to a pandemic. These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center.

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Contact Center Self service Analytics Banking 52

Anexa BPO

SEPTEMBER 15, 2022

Digital behaviors were transformed and redefined as a result of the two-year pandemic. While every sector experienced its own challenges and changes, few were impacted as deeply as the banking industry. Additionally, digital (online and mobile) is now the preferred process for US home buyers to apply for mortgages.

Banking 52

Banking Finance Business Process Outsourcing Government 52

Talkdesk

OCTOBER 1, 2020

Almost 17,500 US bank branches closed from the beginning of 2014 to the middle of June 2020. Bank branch closures create additional costs for local business owners, making it harder to manage cash flow, maintain productivity levels and contribute to the wider local economy. Even in the digital sphere, clients value a personal touch.

Banking 74

Banking APIs Contact Center Best practices 74

AWS Machine Learning

OCTOBER 26, 2023

This groundbreaking technology enables us to operate millions of autonomous points of purchase (A-POPs) concurrently, transforming the way customers shop. To effectively bridge the gap between the digital and physical world, and to meet the changing needs and expectations of customers, a transformative approach is required.

APIs 101

APIs Technology Banking Customer centricity 101

REVE Chat Blog

FEBRUARY 12, 2020

In this digital age, the banks and financial institutions need to be digitally transformed to deliver a consistent customer experience in banking whether it is online or retail. Banks functioning digitally have witnessed reduced costs and streamlined processes.

Banking 76

Banking Customer Experience Chatbots Big data 76

Creative Virtual

JULY 10, 2020

There have been lots of discussions, articles and analyst deep dives into companies’ digital transformations being driven or accelerated by the COVID-19 pandemic and the associated shutdowns and mitigation efforts. In fact, our very first enterprise customer was a large financial services group – and they are still a customer today!

Virtual Agent 52

Virtual Agent Banking Self service Government 52

Uniphore

NOVEMBER 16, 2021

The challenges of the pandemic thrust banks that were struggling to remain relevant and their customers who were still digital holdouts into the same situation: learn how to shift banking activity from in person to online practically overnight. Banking contact center interactions are expected to remain elevated through 2024.

Banking 52

Banking Average Handle Time Contact Center Wait times 52

Comm100

MARCH 6, 2022

Financial institutions across the world are taking advantage of new digital technologies to improve customer experience (CX) and engagement. If credit unions want to keep up, it’s crucial they join them on this path towards digital transformation. Current members are digitally-active.

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Chatbots Banking Surveys Personalization 61

24-7 InTouch

OCTOBER 20, 2023

In today’s fast-paced digital landscape, the financial technology (fintech) industry is undergoing a remarkable transformation, redefining how financial services are delivered and experienced. This is where AI and automation step in. This is particularly vital in maintaining a positive CX during periods of rapid expansion.

Chatbots 59

Chatbots Banking Customer centricity Wait times 59

Revation Systems

NOVEMBER 5, 2019

Many industries, such as healthcare and banking, are also looking back on the year and finding areas to be grateful for. Perhaps the most notable, and the one that’s creating the most buzz in the healthcare and banking industries today, is digital transformation. Building Communication through Digital Transformation.

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Healthcare Banking Finance Technology 48

Beyond Philosophy

JULY 4, 2016

Discussion of the myriad and varied ramifications of Digital Transformation is, seemingly, everywhere (and unavoidable). I’m capitalizing the first letter of each word because the pervasiveness of digital transformation has all the feel of Big Data a few years ago and Reeingineering in the 1990’s. Let’s begin there.

Banking 225

Banking Customer centricity Big data Finance 225

Lumoa

APRIL 21, 2022

When I started thinking about writing a piece on transforming customer support, this question immediately came to mind. But if you run a Customer Support function and you are trying to figure out how to transform it, the reality is very far from those nice words. What will your answer be? I can almost picture the scene. You have data.

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Customer Support Banking First call resolution Self service 83

Comm100

APRIL 21, 2022

Credit unions may be a part of the banking industry, but they and their members are unique within this world. While banks are typically driven by the interests of its shareholders, credit unions’ not-for-profit status drives them to focus on delivering the very best service to its members.

Technology 55

Technology Chatbots Banking Personalization 55

bold360 Blog

APRIL 15, 2021

Branches will be open for business again, but the initial months of the pandemic served as a wake-up call about the need for FSIs to have digital-first customer engagement capabilities. Accelerating Digital-First CX. The pandemic accelerated pre-existing digital trends that FSIs had been adjusting to for years.

Self service 52

Self service Banking Multichannel Chatbots 52

Anexa BPO

JANUARY 15, 2023

But there’s another phenomenon to factor into this revolutionary concept: ChatGPT, or Generative Pre-Trained Transformer. This is state-of-the-art natural language processing (NLP) technology, and it is transforming the customer service field. And being able to generate those feelings in a customer is money in the bank for businesses.

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outsourcing Construction Banking Customer centricity 52

Beyond Philosophy

JULY 24, 2019

Moreover, this latest FTC fine was a follow-up fine from a previous violation. Several years ago, Facebook was slapped on the wrist by the government , who said Facebook needed to protect the privacy of their users. Facebook engaged in an agreement with the government that said, “OK, we will protect people’s privacy.”

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Customer centricity Government Morale Advertising 348

24-7 InTouch

MAY 3, 2023

Digital transformation has had a significant impact on the fintech industry , revolutionizing the way financial services are delivered and utilized. This, however, has led to the loss of one-on-one interactions between banks and their customers, making it difficult for these institutions to really know their customers.

Finance 52

Finance Banking Government Accountability 52

Comm100

DECEMBER 13, 2021

In our digital-first world, live chat serves as the perfect solution to achieve this. In this blog, we’ll look at the four top reasons why credit unions need to offer live chat services in 2022, from improving member experience to gaining member insights. Live chat improves member experience . Live chat improves member experience .

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Banking Wait times Surveys Chatbots 52

Integrity Solutions

JUNE 11, 2020

There’s never been a better time to step up to more transformative culture change — to increase transparency and shift the culture with a greater focus on customers, employees and the community. What are banks and other financial institutions doing to regain society’s trust? By Bob McCarthy.

Banking 91

Banking Sales Coaching Management 91

Cisco - Contact Center

DECEMBER 10, 2019

Artificial Intelligence Transforming Call Centers. The proliferation of digital social tools within clients is driving the urgent need to upgrade a traditional voice only call center into a modern Digital Omnichannel Contact Centers and this certainly represents the perfect timing to plan the insertion of Artificial Intelligence.

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Interactive Voice Response Call Center Contact Center Self service 81

Comm100

MARCH 9, 2022

In this blog, we’ll take a look at the top strategies that credit unions can employ to improve member experience. Live chat’s digital nature also makes crafting a response to customers faster than phone support. This demand for speed isn’t limited to any one generation – it’s felt across all demographics.

Banking 71

Banking Wait times Education Technology 71

Revation Systems

APRIL 23, 2018

As the use of the term digital transformation has become more commonplace, many wonder if it is here to stay, or if it is merely another buzzword that will soon be a distant memory. What exactly does the term digital transformation even mean? Response to Digital Transformation. To cite Robert E.

Banking 59

Banking Healthcare Big data Technology 59

bold360 Blog

APRIL 28, 2021

What can we learn from a year transformed by a global pandemic and the rapid shift to digital engagement? Like many businesses during much of 2020 with customers impacted by COVID-19, the UK bank saw spikes in customer service demand. The bank was seeing around 40,000 website visits and handling about 1,000 live chats daily.

Banking 52

Banking Chatbots Average Handle Time Wait times 52

Anexa BPO

OCTOBER 7, 2022

In every industry including home improvement (Home Depot), banking (JPMorgan Chase), the restaurant industry (Starbucks) and apparel (Nike), companies have made public announcements stating that personalized and seamless omnichannel experiences are at the core of their corporate strategy. Twenty percent involves the correct data.

Marketing 52

Marketing Engineering outsourcing Banking 52

bold360 Blog

JULY 9, 2020

The banking universe is made up of two distinct worlds. There are those very large financial institutions — the Wells Fargos and Banks of America — that have giant IT budgets and big technology teams that can get CX done. Then, there are the little guys — regional banks, community banks, and credit unions.

Banking 52

Banking Chatbots Customer centricity Technology 52

AWS Machine Learning

FEBRUARY 6, 2023

This blog post is co-written with Bruno Mateus, Jonathan Diedrich and Crispim Tribuna at Talkdesk. The benefits of Amazon Lex and Talkdesk CX Cloud are exemplified by WaFd Bank , a full-service commercial US bank in 200 locations and managing $20 billion in assets. Dustin Hubbard, Chief Technology Officer at WaFd Bank.

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Cloud contact Self service Contact Center Virtual Agent 68

bold360 Blog

AUGUST 3, 2020

The banking universe is made up of two distinct worlds. There are those very large financial institutions — the Wells Fargos and Banks of America — that have giant IT budgets and big technology teams that can get CX done. Then, there are the little guys — regional banks, community banks, and credit unions.

Banking 52

Banking Chatbots Customer centricity Technology 52

AWS Machine Learning

AUGUST 15, 2022

For customers who process millions of documents, this is a critical aspect for the end-user experience and a top digital transformation priority. In part 1, we described the data capture and document classification stages, where we categorized and tagged documents such as bank statements, invoices, and receipt documents.

Banking 75

Banking APIs Accountability Analytics 75

NICE inContact

AUGUST 24, 2017

inContact’s research shows that banking was in the highest tier for customer satisfaction with 54% of respondents ranking it for the most satisfied recent interaction. The American Customer Satisfaction Index (ACSI) reported that banking customer satisfaction increased 5.3% The post What are Bank Contact Centers Doing Right?

Banking 55

Banking Contact Center Benchmark Call Center 55

NICE inContact

JULY 31, 2019

toying with the idea of waiting until intermission before calling the bank. On my mother’s advice I agreed that it’d be foolish to delay reporting it to the bank and started looking up the bank’s ‘Lost and Stolen’ hotline on my mobile phone. We’d just shuffled into the theatre, when I realized that my ATM card was missing.

Customer Experience 56

Customer Experience Banking Interactive Voice Response Contact Center 56

Creative Virtual

DECEMBER 8, 2022

As the end of 2022 draws near, it is time once again for Creative Virtual’s annual year in review blog post. The analysts at Celent conducted their own evaluation of intelligent virtual assistant platforms as well, focusing in on the technology within the retail banking space. By Mandy Reed, Global Head of Marketing.

Virtual Agent 52

Virtual Agent Chatbots Government Banking 52

Revation Systems

AUGUST 27, 2018

As unified communications (UC) continues to undergo its own digital transformation alongside healthcare and banking, chatbots have emerged as a key player in the next phase of simplified communications. Let’s take a look under the hood of UC’s modern chatbot. Mechanical View. Street View. Consumer View.

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Chatbots Banking Healthcare Surveys 91

Avaya

NOVEMBER 8, 2017

The financial services industry ranks as one of the top markets to experience massive digital disruption in the coming years. So, how will the bank branch be impacted? We have an idea of where bank branch digital transformation is headed…. But this hasn’t stopped demand for traditional banking.

Banking 40

Banking Multichannel Customer advocacy Upselling 40

Creative Virtual

OCTOBER 5, 2020

This is the fifth year I’ve put together a blog post roundup to start off Customer Service Week, and it might just be the most important one yet. The global pandemic has put digital transformation projects on the fast-track for many organisations, including digital customer service initiatives.

Virtual Agent 52

Virtual Agent Customer Service Chatbots Self service 52

Avaya

JULY 13, 2017

Today, nearly every financial process has been digitally redefined. For financial service providers (FSPs), digital transformation has become a means of survival in an age of rapid innovation. For financial service providers (FSPs), digital transformation has become a means of survival in an age of rapid innovation.

Banking 60

Banking Chatbots Engineering Accountability 60

Revation Systems

JUNE 18, 2019

Although these two terms are often used synonymously to discuss data protection, they are quite different — and bring a different value to digitally transforming industries beyond just healthcare, including banking. Building Foundation for Data Protection. baseline for data?protection evolving threats and liabilities.

Healthcare 48

Healthcare Banking Chatbots Technology 48

Avaya

JUNE 13, 2017

My favorite definition of Digital Transformation comes from Current Analysis , where they call it a “way of helping companies reduce the complexity of how they interact with their customers.” While not new, the ubiquity and low cost of sensors and connectivity means that it’s time to include IoT in Digital Transformation plans.

Customer Experience 56

Customer Experience Banking Big data Technology 56