5 Banking Customer Experience Predictions for 2020

CSM Magazine

John Ing, Principal Operations Lead for CX at ECS shares his CX Predictions for the banking industry in 2020. The death of voice as a contact channel for banking customers has been over-hyped. A single customer view has been the banking industry’s goal for 30 years.

This Call Center Reduced Abandon Rates by 62%


It is one of the largest financial institutions in the state of Texas with over $840 million in assets, and provides personalized banking to more than 84,000 members across six local branches. Velocity was struggling with long hold times and a high number of abandoned calls.

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Call Center Metrics: Examples, Tips & Best Practices


An efficient call center operation hinges on the ability of management to identify flaws in their systems and practices as well as execute improvement plans to fix these quickly. Types of Call Centers. Not all call centers are created equally. Outbound Call Centers.

Catch Fonolo at the National Credit Union Call Center Conference


Credit unions must be competitive in order to stand out from those big mean banks; they must establish a truly unique offering to attract new membership. This is why the National Credit Union Call Center Conference is so important. Reducing Abandoned Calls.

What’s new in Freshcaller: Multilingual support, Custom ringtone, Notes transfer and more


The first half of 2018 has been super busy and exciting for us — businesses across verticals began trusting us to power their entire business phone systems and call centers. Do you operate a global call center? High abandon rates in a call center is a supervisor’s nightmare.