2020 Banking Customer Care Study 
Callminer
FEBRUARY 23, 2021
Throughout 2020, many new trends arose and call center solutions continued to evolve to meet fresh challenges in the space. COVID-19 led to new realizations about how call centers need to operate, including a shift to remote work , system-wide stressors and important shifts in customer experience and service expectations among consumers.
Fonolo
JANUARY 22, 2020
Wondering what customer service or contact center conference to attend in 2020? Simply click on any conference to be taken to the details, or scroll on to see the full list in detail: Customer Service and Contact Center Conferences 2020: Customer Contact Week, Nashville. Chief Customer Officers USA, Atlanta.
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Skybridge
JULY 13, 2020
Are You Ready to Re-Build Customer Loyalty? The 2020 National Customer Rage Study was released last month. This year’s study is actually the 9th wave of a long-running series, first initiated in 1976 by the White House. That correlation spurred many companies to begin inviting, even encouraging customer feedback.
Hodusoft
APRIL 17, 2024
billion in 2020 to USD 6.7 Call Arrives This is the step when a caller dials a company’s customer care number and the auto attendant system receives the incoming call. To eliminate any doubt let’s look at this study’s findings. Personalized Experience Customers expect personalized experiences from auto attendance.
JivoChat
MAY 13, 2021
In the first quarter of 2020 , it underwent 10 years’ growth in the space of three months. consumers tried a new brand, store, or website during the pandemic, and 60% plan to continue their customer relationship with these newly discovered businesses. Retail websites had around 22 billion visits in June 2020 last year, up from 16.7
Hodusoft
MAY 24, 2023
billion in 2020. Even though the technology has been around since the 1990s, many call centers and contact centers have started using it not only to authenticate their customers and protect their data but also to improve several call center metrics. All these findings from various studies show the rising popularity of self-service.
Revation Systems
JANUARY 12, 2018
Today the role of cloud and multi-channel features has changed the game entirely, and shifted what was merely used to aggregate inbound and outbound phone calls into a complex communications hub able to transform multiple industries such as healthcare and banking. So what does this shift in form and function mean for the customer experience?
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