Eptica

MAY 6, 2020

Date: Wednesday, May 6, 2020 Author: Pauline Ashenden - Demand Generation Manager Are banks building trust through customer service excellence? Author: Pauline Ashenden - Demand Generation Manager The coronavirus pandemic is actually accelerating digital transformation in many verticals, and banking is a prime example.

Banking 79

Banking Customer Service Multichannel Best practices 79

Callminer

AUGUST 6, 2019

In this guide, we’ll help you make more informed buying decisions by describing the various types of call center software, offering expert tips and guidance for choosing the best software solutions for your needs, as well as best practices for utilizing and implementing your call center software suite.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

JustCall

MARCH 14, 2023

The various touchpoints along the consumer journey can make or break the experience. The task of improving the customer experience need not be difficult. In this blog, we’ll look at doable techniques and recommendations to improve customer experience in this article. But fear not!

Customer Experience 52

Customer Experience Banking Chatbots Interactive Voice Response 52

360Connext

MAY 3, 2022

Customer experience leaders spend a lot of time looking at what’s happened. Customer experience reports are filled with discoveries. Customer feedback provides insights and real-life quotes from customers. Operational data shows leaders how customers behaved last week, last month, and last year.

Journey mapping 72

Journey mapping Customer Experience B2C Best practices 72

PeopleMetrics

MARCH 1, 2017

Great customer experiences don’t just happen. As we mentioned in an earlier section, our research found that adhering to a decision-making process that considers the impact on the customer is one of the practices that separate growth banks from non-growth banks. Know our customers."Listen

Customer centricity 61

Customer centricity Best practices Banking Brand ambassadors 61

Clarabridge

FEBRUARY 2, 2017

Banks encounter many of the same problems as other enterprises— customer retention and loyalty, revenue growth, etc. These problems all point to the same solution – the need to understand exactly what customers are thinking and feeling about your brand. So, what exactly are banks facing today?

Banking 45

Banking Advertising Accountability Best practices 45

Clarabridge

FEBRUARY 2, 2017

Banks encounter many of the same problems as other enterprises— customer retention and loyalty, revenue growth, etc. These problems all point to the same solution – the need to understand exactly what customers are thinking and feeling about your brand. So, what exactly are banks facing today?

Banking 40

Banking Advertising Accountability Best practices 40

Genroe

JANUARY 21, 2015

So you don’t have to re-learn those lessons the hard way I’ve pulled together this massive list of Net Promoter best practice tips. Note that these tips pretty much apply to any Voice of the Customer or Customer feedback (but not market research) process. It’s about improving the customer experience.

Best practices 110

Best practices Surveys Benchmark Feedback 110

Noble Systems

MARCH 20, 2019

Jim Marous, co-publisher of The Financial Brand, laid out the table stakes in his October report on bringing humanized experiences to digital banking. “As Simply put, it uses contests, rewards, leader boards, badges and more to teach employees important content and best practices. A Massively Needed New Approach.

Gamification 75

Gamification Call Center Customer Experience Banking 75

Eptica

OCTOBER 25, 2017

Date: Wednesday, October 25, 2017 Turning customer experience into competitive advantage. Author: Vincent Giraud Customer experience is becoming the primary differentiator for brands , whatever industry they are operating in. The increasing emphasis on customer experience is being driven by three key trends: 1.

Customer Experience 56

Customer Experience Banking Best practices Advertising 56

Lumoa

AUGUST 8, 2023

A high NPS score is a strong indicator of customer loyalty, which can drive repeat business and positive word-of-mouth referrals, thereby contributing to your company’s growth and reputation. Let’s dive into some best practices for interpreting and utilizing survey insights.

Surveys 83

Surveys Feedback Banking Best practices 83

pindrop

AUGUST 22, 2021

Still, despite the availability of a variety of communication channels, the phone call still plays a vital role in customer experience. The phone call gives your business the opportunity to let customers hear and feel your eagerness to help them: the voice of a human being ready to listen and empathize. Download the Report.

Interactive Voice Response 128

Interactive Voice Response Contact Center Average Handle Time Self service 128

ClearAction

DECEMBER 27, 2017

Do Customers Experience Your Internal Collaboration — or Lack of It? “Our clients helped us see that in some cases where we weren’t collaborating, they would experience our lack of collaboration,” said Senior Vice President of Insights & Client Experience at SunTrust Bank, Jeff VanDeVelde.

Customer Experience 54

Customer Experience B2B Banking Journey mapping 54

Certified Languages International

JANUARY 29, 2024

As communities continue to diversify, the demand for Spanish interpreter services in healthcare, legal services, banking, insurance, and other industries continues to rise. Without language assistance, LEP individuals face exclusion and misunderstandings that negatively impact customer experience.

Banking 40

Banking Healthcare Best practices Education 40

Avaya

JULY 27, 2017

It’s the digital customer’s world—banks just live in it. 20% of bank customers are now digital-only users. 35% of millennials don’t believe they’ll even need a bank five years from now. They want contextual, multi-touch experiences that span the entire organization. How to Make AI and VR Work for You.

Customer Experience 50

Customer Experience Banking Best practices Marketing 50

Callminer

JANUARY 18, 2021

Besides nurturing an omnichannel approach to customer care, organisations should carefully consider the operational aspects of their call centres to ensure it is satisfying as many callers as possible, including adequately addressing customer vulnerability. Offer rewards for great performance.

Best practices 226

Best practices Call Center Contact Center Scripts 226

PeopleMetrics

MARCH 21, 2014

Last week we wrote about a bank that has exceptional customer service in our post “ How to Amaze Banking Customers: A Simple Story ” This week we are going to focus on a story that happened right in @PeopleMetrics Twitter feed. Love your customer focus, @Barclays_Kenya. A customer jumped on it.

Banking 115

Banking Best practices Morale Accountability 115

pindrop

JULY 6, 2021

We’ve organized a collection of tools, assets, and other resources to aid contact center leaders in their race to optimize operational costs, improve customer experience, and improve security measures, as organizations restructure and prepare for the road ahead. Table of Contents. WHAT IS CALLER AUTHENTICATION?

Contact Center 70

Contact Center Average Handle Time APIs Best practices 70

pindrop

OCTOBER 12, 2021

Imagine that you are trying to log in to your 401k account after a long time and as luck would have it you don’t remember the password. You try to reset the password online but you don’t remember the answers to the security questions you had set up while opening the account. The abandonment rate has increased from 5.4%

Abandon rate 52

Abandon rate Contact Center Self service Banking 52

Comm100

NOVEMBER 25, 2020

Customers don’t expect anything less than instant and customized service. Whether it’s product queries, account issues, appointment rescheduling, or general doubts, they want timely and correct solutions – always. But this empathy doesn’t come at the cost of efficiency.

CRM 52

CRM Customer Service Banking Chatbots 52

Hero Digital

MARCH 29, 2021

Consider the consequences when a nurse taps on an incorrect submission button at work, or a taxpayer can’t find accurate IRS information, or someone with low vision cannot log into their bank account. How to strengthen customer confidence. Case study: Creating confidence through accessibility.

Banking 54

Banking Best practices Accountability Customer Experience 54

ijgolding

DECEMBER 14, 2017

As a prolific writer on the subject of Customer Experience, I feel as though every article I publish is a reflection of sorts. I first became aware of job roles containing the words, ‘Customer Experience’ in the early noughties. Unusual – yet those who know me will agree that I often am!

Customer Experience 65

Customer Experience Customer centricity Banking Education 65

Callminer

NOVEMBER 25, 2019

“Service level and response time are classic metrics, and they’re fundamental to effective management of the contact center and the customer experience. However, it is important that you are identifying trends that have led to successful sales; constantly tweaking and optimizing your campaigns to account for those factors.

Best practices 182

Best practices Call Center Metrics Average Handle Time 182

bold360 Blog

JULY 9, 2020

The banking universe is made up of two distinct worlds. There are those very large financial institutions — the Wells Fargos and Banks of America — that have giant IT budgets and big technology teams that can get CX done. Then, there are the little guys — regional banks, community banks, and credit unions.

Banking 52

Banking Chatbots Customer centricity Technology 52

Peter Lavers

JUNE 29, 2017

Anybody who knows me knows that I am passionate about seeing and managing the customer experience as a business system which is why I want to share with you six benefits for co-creating your own CM Model. The team involved in co-creating the model is up-skilled in the best practices of Customer Experience and Customer Management.

Management 79

Management Benchmark B2C Banking 79

Comm100

SEPTEMBER 28, 2021

As LMCU has no corporate stockholders, LMCU is both owned by and accountable to its members. This unique structure has influenced LMCU’s core philosophy – to do what’s best and right for their members. Following their digital transformation in customer service, LMCU saw increased member engagement and improved customer experience.

Customer Service 89

Customer Service Chatbots Banking B2C 89

Aspect

NOVEMBER 30, 2017

For our customers, best practice exchange has been a solid pillar of our own Aspect customer care for many years. Our digital identity division has already paved the way for many banks and payment services providers to knowledge-share and liaise closely with mobile network operators to fight fraud as a unified force.

Banking 65

Banking Best practices Consulting Consulting 65

Callminer

AUGUST 1, 2017

Agent Desktops : Having a user-friendly desktop for agents so that they can efficiently have everything they need in one area is a great way to have a healthy AHT, and most importantly they can assist the customers efficiently and effectively. In return, the customer experience will improve and the agent frustration will be reduced.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

pindrop

AUGUST 16, 2021

Knowledge Based-Authentication (KBA) questions attempt to validate identity using information that, in theory, only the account owner could answer. Customer experience can be negatively impacted when KBA requires extra time and effort on the part of the caller. . WEBINAR: Caller Authentication 101. Watch the Webinar.

Contact Center 62

Contact Center Average Handle Time Calibration Airlines 62

pindrop

OCTOBER 15, 2019

The topics covered were around fraud, authentication, customer experience, contact center best practices, even white collar crime and the future of voice commerce. One of the top reasons cited for attendance was learning best practices around fraud prevention, customer authentication, and voice security.

Interactive Voice Response 40

Interactive Voice Response Banking Enterprise Best practices 40

NICE inContact

JULY 23, 2019

Most people already are using WhatsApp over the course of the day, so there’s no channel-hopping when they want to contact a brand — whether that’s with a question about their bank account or data plan. WhatsApp use cases for digital customer service. WhatsApp is also very secure.

Customer Service 65

Customer Service Banking Accountability Sales 65

CSM Magazine

DECEMBER 14, 2017

The Award Finalists for 2018 offer great examples of transforming customer experience in contact centre operations, as well as in the wider organization – from using speech analytics to drive continuous improvement to Employee engagement bringing about cultural change. Sainsburys Bank – Developing a culture of innovation.

Best practices 40

Best practices Banking Coaching Analytics 40

Call Experts

JULY 27, 2023

That’s where a customer service call center comes in. In this blog post, we will explore the many benefits of a customer service call center and how it can help businesses deliver exceptional customer experiences. In addition, they help build trust and address customer concerns.

Call Center 52

Call Center Customer Service Multichannel Abandon rate 52

Nicereply

JULY 31, 2023

Why customer satisfaction surveys are important If you’re reading this article, you probably know how crucial customer feedback is in today’s competitive business environment. More than ever, people choose companies with a top customer experience. How was your experience with our product/service?

Surveys 98

Surveys Feedback Customer Support Wireless 98

Provide Support

JULY 14, 2015

I suggest that we as customers share this responsibility with companies. To a great extent it is in our power to have positive customer experience wherever we go and whatever we purchase. It happened to me a few times when I urgently needed to open a bank account and I just did that with a first bank I saw in the street.

Banking 75

Banking Accountability Customer Service Customer Experience 75

Kayako

NOVEMBER 21, 2018

While getting this feedback via word of mouth can be helpful, there’s a big difference between being on a phone call with a customer voicing their opinions of your products, and getting a second-hand account of it from a customer service rep. Encourage everyone in your organization to interact with your customers.

Banking 48

Banking Marketing Customer Service Customer centricity 48

CSM Magazine

AUGUST 4, 2021

It’s no secret that the global pandemic accelerated digital transformation in almost every industry—and banking was no exception. Eric Head, VP of Experience Leadership at Verint explores new opportunities to provide excellent customer service. This trend is good news for banks. Customer journeys are increasingly complex.

Banking 52

Banking Customer Experience Customer Service Contact Center 52