Fonolo

MARCH 7, 2023

That’s where self-service comes in. Even if you provide 24/7 live support, there are many situations where a customer can’t get in contact or doesn’t have the time to wait for an agent to become available. Most interactions that lend themselves easily to self-service are already in that realm.

Self service 87

Self service Call Center Interactive Voice Response Chatbots 87

Hodusoft

OCTOBER 19, 2022

5 Reasons Why Financial Institutions Must Invest In Contact Center Software Financial businesses, like banks and insurance companies, deal with people’s money. It’s essential for assisting customers in their investment, banking, or any other financial journey related to the services offered.

Contact center software 52

Contact center software Contact Center Finance Abandon rate 52

Fonolo

OCTOBER 26, 2023

For example, for “simple” inquiries (like “What’s my bank balance?”), self-service channels are preferred. Being where the customer is at any given time is the key to meeting customer expectations. For some good examples, see Shai’s recent blog post on the subject: “Manager’s Guide to Call Center Service Levels.

Advertising 81

Advertising Feedback Call Center Wait times 81

pindrop

OCTOBER 12, 2021

According to a Forrester report 1 , a North American bank reported that knowledge-based authentication (KBA) has had a 25% false reject rate, which resulted in an unacceptable level of customer dissatisfaction. Adopting voice biometrics allowed the bank to reduce false rejects to less than 3%. Why is this so? in 2012 to 6.1%

Abandon rate 52

Abandon rate Contact Center Self service Banking 52

Quiq

NOVEMBER 2, 2020

Share This Story Prior to the pandemic, online and mobile banking already represented the primary banking channels for two third of Americans. As the pandemic forced branches to close, credit unions and consumers readily embraced more online banking options including chatbots to provide members with 24/7 automated service. .

Banking 52

Banking Contact Center Abandon rate Self service 52

Fonolo

JULY 16, 2014

For example, for “simple” inquiries (like “what’s my bank balance?”) online self-serve and email are the preferred channel. When it comes time to do something about wait times, remember that technology can be your ally. And that means, no repeating themselves and their problem.

Customer Service 67

Customer Service Feedback Call Center Abandon rate 67