Eptica

FEBRUARY 6, 2019

Showing the speed of change, in 2008 the five largest global companies were PetroChina, Exxon, General Electric, China Mobile and ICBC (China). For example, automotive and oil companies need to transform to deal with the rise of electric and autonomous vehicles, while banks face competition from nimble fintech upstarts.

Automotive 73

Automotive Best practices Banking Customer emotions 73

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. In her book The Leader as a Mensch: Become the Kind of Person Others Want to Follow , Bruna Martinuzzi describes a 2008 study conducted by the Economist Intelligence Unit. Or, only had your head in the metrics of your call center.

Call Center 84

Call Center Management Coaching Contact Center 84

Branch Mesenger

APRIL 20, 2018

This week, Jeff Bezos commemorated twenty years of his shareholder newsletter, which is a journey through the past year of learnings, metrics, and performance at Amazon. Since 2008, commercial real estate services firm CoStar Group has been tracking the amount of retail square footage slated to close annually.

Real estate 67

Real estate Banking Metrics Coaching 67

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. . They are an easy way to track metrics and discover trends within your agents.

Best practices 226

Best practices Call Center Contact Center Scripts 226

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

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98