CSM Magazine

FEBRUARY 7, 2020

Banks, credit unions, and direct lenders work in a very competitive market. According to an Ernst & Young Consumer Banking Survey , the multiple-channel experience is a crucial area for improvement among banks, direct lenders, and credit unions. Or the lack thereof. Why Is Customer Care Crucial for Lending Businesses?

Customer Service 52

Customer Service Interactive Voice Response Banking Customer Care 52

Kayako

OCTOBER 29, 2015

Specifically, ever since the introduction of fibre optic cabling, a new kind of support system evolved: the outsourced helpdesk (most notably in the healthcare, financial and banking sectors). A great indicator of this is in 2008 odesk.com had 2,500 job postings 2,500 for “virtual assistant”, and by 2012 that number had risen to 25,000.

outsourcing 98

outsourcing Customer Support Feedback Surveys 98

SharpenCX

FEBRUARY 4, 2020

An accountant needs to know how to reconcile bank statements, while a software developer doesn’t. You handle escalated customer issues, offer feedback to your agents, coach and train. Growth Tip: The best way to practice humility in your management is to open the doors for feedback and self-evaluation.

Call Center 84

Call Center Management Coaching Contact Center 84

C Space

JULY 7, 2020

According to Gartner’s Annual CMO Spend Survey 2020 , “CMOs dismiss economic pessimism, as 73% expect COVID-19’s near-term negative impacts to be short-lived.” In fact, the majority of CMOs responding to this year’s survey believe the post-COVID-19 economic curve will be V-shaped.

Advertising 52

Advertising Consulting Consulting Surveys 52

Callminer

JANUARY 18, 2021

To learn how CallMiner is helping African Bank better extract and operationalise insights from voice-based customer interactions in its call centres, watch to our Tech Central podcast, How CallMiner is Helping African Bank Retain and Grow its Client Base. . Leverage a quality monitoring program for vital feedback.

Best practices 226

Best practices Call Center Contact Center Scripts 226

aircall

JANUARY 6, 2021

Hints of economic decline can lead to a national recession, such as the Great Recession that occurred after the financial crisis of 2008. The financial services industry includes more than just banks. After a period of declining economic activity, the central banks tend to drop their interest rates to ignite economic growth.

Sales 62

Sales Banking Call Center Upselling 62

aircall

FEBRUARY 3, 2021

Consumers have lots of options for banking and other financial services, and a financial services call center streamlines sales and support operations. Banking and finance customers are looking for convenience, speed, and expertise when choosing the firms they choose to do business with.

Call Center 62

Call Center call center software Interactive Voice Response voip 62