CSM Magazine

JUNE 20, 2016

The trends and challenges impacting contact centre people, processes and technology, illustrated with case studies and in-depth Interviews with customer service leaders. We have come a long way within the customer service industry since Automatic Call Distributor (ACD) technology in the 1960s.

Customer Service 40

Customer Service Self service Banking outsourcing 40

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

ProProfs Blog

APRIL 9, 2019

Reports & Analytics. 7 – Reports & Analytics. According to a case study by Prolmpact7 , Intuit experienced a hike in its sales with the use of live chat by up to 211%. The company basically combined analytics with live chat to understand the visitor’s behavior to provide instant support. Chat Routing.

Sales 114

Sales Analytics Feedback Customer Support 114

Callminer

FEBRUARY 23, 2021

Analytics are more important than ever. You need advanced analytics, offered in real-time, so you can quickly and easily make adjustments as needed.” The bank set up a microsite with information about COVID-19 assistance programs, including payment deferrals, stimulus payment information and branch hours.

Call Center 376

Call Center Technology Banking Contact Center 376

NICE inContact

MAY 12, 2017

As each of these business functions reinvent themselves for a digital world, the impact of technologies like analytics, artificial intelligence and the Internet of Things will be felt across all of these processes. Is Cloud Contact Center the New Normal?

Enterprise 48

Enterprise Contact Center Cloud contact Banking 48

Spearline

JULY 1, 2020

" Global call analytics organization. Case study - Intrado. Intrado works with some of the largest organizations in the world from banks to healthcare providers, retailers to logistics companies. Why Spearline alerts? "Spearline Peace of mind. Alerts prompt corrective action.

Management 52

Management Telecommunications Benchmark Healthcare 52

Spearline

JULY 1, 2020

" Global call analytics organization. Case study - Intrado. Intrado works with some of the largest organizations in the world from banks to healthcare providers, retailers to logistics companies. Why Spearline alerts? "Spearline Peace of mind. Alerts prompt corrective action.

Management 52

Management Telecommunications Benchmark Healthcare 52

Fonolo

JANUARY 22, 2020

Who Should Attend: CMOs, customer support executives and management, Notable Speakers: Satya Nadella – CEO, Microsoft; Susan Johnson – CMO, Suntrust Bank. Notable Speakers: Satya Nadella – CEO, Microsoft; Susan Johnson – CMO, Suntrust Bank. Event Host: Oracle. Notable Speakers: Anne Bibb – Snr.

Customer Service 129

Customer Service Chief Customer Officer Contact Center Call Center 129

West

JANUARY 15, 2018

But how can you afford to constantly try out new practices without breaking the bank? It can be a challenge keeping up with ever-changing customer demands. Consumer trends shift from one year to the next, and so must your communication plan. Well, a major U.S. pharmacy is one of many businesses that has achieved just that.

Banking 48

Banking Interactive Voice Response Customer Experience Self service 48

CSM Magazine

JUNE 27, 2018

While we are happy to chat to friends and colleagues using messaging, text, social media and email, when it comes to contacting our bank, insurance company or healthcare provider, we’re often sent to the back of the phone queue. A recent case study from Aylesbury Valley District Council describes this scenario perfectly.

Scripts 40

Scripts Chatbots Enterprise Healthcare 40

Global Response

FEBRUARY 13, 2022

At Global Response, we’re leaders in providing customer support for industries like healthcare , finance and banking that require high-quality security and privacy. Before selecting a BPO call center, make sure you understand what data, reporting and analytics they can provide to you to optimize growth and processes.

Call Center 62

Call Center outsourcing Business Process Outsourcing Telemarketing 62

NobelBiz

JULY 31, 2023

A financial query at a bank differs vastly from a technical issue at a software company. A Pulse on Performance Embedded within call queuing systems are powerful analytical tools. Scenario Simulations Case Study Based Training: Build a repository of challenging cases and use them for training.

Wait times 52

Wait times Telecommunications Call Center CRM 52

Global Response

FEBRUARY 13, 2022

Check the website of the call center for reviews, case studies, white pages, general history or other details that will give you insight into the history and experience of the call center. Reporting & Analytics. Looking for field support or store support? That’s also an option. Location is key.

Call Center 62

Call Center Interactive Voice Response outsourcing Contact Center 62

REVE Chat Blog

DECEMBER 5, 2019

Some of the successful chatbot examples and case studies implemented by big brands show that customers are willing to interact with bots if done correctly. Hence following a right bot strategy and tailoring your chatbot to meet your use case plays an important role in overall customer experience.

Chatbots 70

Chatbots Real estate Healthcare Banking 70

Netomi

MARCH 2, 2022

On the customer support front, customer preference for self-service is growing (we see this with online banking, or customers choosing self-serve baggage drop-off kiosks at airports). A few essential features to watch out for include content management, AI and machine learning, a self-service portal, as well as feedback and analytics. .

Self service 52

Self service Enterprise Chatbots Customer Support 52

Natalie Petouhof

MAY 9, 2016

Mark spoke about his own frustration with the financial institution he banks with and their calls to him about his account. He explains every time they call him, in detail, what the issue is, yet the bank still calls him with the same question. It’s as though the bank is on autoplay.

Banking 40

Banking Sales Marketing B2B 40

REVE Chat Blog

NOVEMBER 21, 2019

It generates visitor report analytics that helps businesses to track the behavior of the website visitor. Bank of America , a globally acclaimed brand delivers consistent omni channel service to its customers. Case studies provide social proof that your product can deliver.

Best practices 77

Best practices B2B Sales Chatbots 77

RichCall

SEPTEMBER 13, 2017

To make the business model of IoT work, companies must keep a close eye on emerging IoT ecosystem components, networking protocols, security, data models, and analytics to connect with contact center solutions and act on the received triggers. I’ve seen several big wins in the banking industry. Speech Analytics.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

AWS Machine Learning

NOVEMBER 28, 2022

For example, WaFd Bank, a full-service US bank, improved its customer experience with Talkdesk (a global cloud contact center company) and AWS Contact Center Intelligence (CCI) solutions, reducing call times by up to 90%. Amazon Transcribe Call Analytics for improved end-user experiences.

Healthcare 84

Healthcare Analytics Banking Enterprise 84