CSM Magazine

DECEMBER 17, 2019

John Ing, Principal Operations Lead for CX at ECS shares his CX Predictions for the banking industry in 2020. Voice will become more important, not less. The death of voice as a contact channel for banking customers has been over-hyped. More customer contact channels, not fewer.

Banking 85

Banking Customer Experience Abandon Call Virtual Agent 85

Fonolo

APRIL 27, 2021

That’s why it’s become increasingly important for businesses to upgrade their call center technologies, processes, and staffing practices to get ahead of the call-spike curve — ideally without breaking the bank. The Contact Center Guide to Managing Spikes in Call Volume.

Call Center 128

Call Center outsourcing Abandon rate Gamification 128

CSM Magazine

JULY 13, 2022

In addition, 67% of call center leaders say the frequency of outages has increased over the last 12 months. The survey suggests the industry is turning to technology in an attempt to avert a complete breakdown in customer service, with 96% planning to upgrade technology in the next 12-24 months.

Contact Center 59

Contact Center Surveys Healthcare Abandon Call 59

SharpenCX

FEBRUARY 5, 2020

And, you can bet again that I now choose doctors who let me schedule online – no phone call needed. Omnichannel call center routing strategies fix broken experiences. Traditional routing strategies and IVRs mirror that of my doctor’s office. But many of your customers are like me. Capture panels. Time Controls.

Call Center 76

Call Center Customer Experience Interactive Voice Response Banking 76

aircall

FEBRUARY 26, 2021

If so, you’ve probably called a bank, credit card company, or loan provider at some point for help. That’s a financial services sales agent, a type of call center agent whose job it is to help customers make informed decisions when it comes to purchasing financial services. . Call routing.

Sales 62

Sales call center software Banking Call Center 62

JustCall

FEBRUARY 28, 2024

Several competitors offer strong auto dialer features at more affordable rates, letting you streamline calls without breaking the bank. It offers a blend of powerful dialer features and seamless CRM integrations, ensuring that you’re not just making calls, but making them count. Say goodbye to idle time between calls.

Real estate 52

Real estate CRM Sales Analytics 52