Fonolo

JULY 5, 2018

A common theme in answer to this question is, “Improvements in automation and self-service will erode the importance for call centers.” A Million People are Using Bank of America’s Chatbot” says the headline in American Banker. Headlines like the one about Bank of America are easy to find.) Look Beyond the Headlines. “A

Chatbots 100

Chatbots Self service Interactive Voice Response Banking 100

Callminer

FEBRUARY 23, 2021

Throughout 2020, many new trends arose and call center solutions continued to evolve to meet fresh challenges in the space. New Challenges for Call Centers in 2021. “Call centers can leverage several autonomous and semi-autonomous AI functions to streamline internal processes. Attention to Detail.

Call Center 376

Call Center Technology Banking Contact Center 376

Callminer

APRIL 23, 2019

These phone calls are often kept for many reasons, including: Protection against liability. To train and evaluate call center staff. Perhaps the strongest reason companies record and/or transcribe calls is that it’s often required by government entities. To ensure the quality of customer service.

Best practices 159

Best practices Call Center Banking Contact Center 159

Fonolo

JANUARY 28, 2020

The addition of new, enhanced security features has opened up our call-back technology to larger organizations that deal with confidential data, such as those in healthcare, banking, education, and local government. NEW REPORT – Call Center Trends 2020: A New Age for the Contact Center.

Contact Center 75

Contact Center Call Center APIs Government 75

Monet Software

JANUARY 2, 2020

With the right strategies in place, sharp changes in contact volumes shouldn’t overwhelm agents, degrade the customer experience, or harm the call center budget. To anyone unfamiliar with contact centers, it would seem that staffing is a basic math problem. It’s all a matter of forward-thinking. Staffing is Never Simple.

Management 71

Management Average Handle Time Contact Center Call Center 71

TRUSTID

AUGUST 26, 2018

The recently released white paper, “Trusted Caller Flow Solution,” discusses the different ways contact centers can reduce costs and provide better service to their customers. . Since few customer calls realistically last a minute or less, let’s consider an average call time. million dollars per year.

Interactive Voice Response 48

Interactive Voice Response Engineering Contact Center Banking 48

Liveops

APRIL 17, 2018

Contact center employees have access to customer data. They handle sensitive data such as credit card numbers, passwords, bank info, social security numbers, and health information. Contact center employees are prone to high turnover. woman pleaded guilty in a scheme against a call center where she’d worked.

Contact Center 75

Contact Center Call Center Education Virtual Agent 75

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. Call Center Ops, Cleveland Clinics. Event Host: Oracle.

Customer Service 129

Customer Service Chief Customer Officer Contact Center Call Center 129

Fonolo

MARCH 4, 2020

It doesn’t matter if you’re selling nuts and bolts, or you’re in the HR space, or in banking where I grew professionally — to me it’s about driving that customer experience to be better than anyone else and continually asking yourself how to exceed expectations.”. Top related content: How to Reduce Hold Time in Your Call Center.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

JustCall

MAY 12, 2021

It goes beyond banking completely on the basic procedures and tools. Case Studies and White Papers . Case studies, white papers, competitor research, testimonials , and other vital intelligence come in handy when pitching your products to clients. Outbound Call Center Software .

Sales 52

Sales call center software Scripts call center solutions 52

Callminer

NOVEMBER 9, 2020

Call center fraud is no laughing matter. Fraud is not only on the rise in call centers generally (jumping by 350% between 2013 and 2019 ), but the spread of fraud in the midst of the COVID-19 pandemic means businesses and consumers alike must be more mindful than ever. Use information only the caller and agent would know.

Call Center 345

Call Center Banking Accountability Engineering 345

Comm100

OCTOBER 17, 2017

White Paper] The Guide to Becoming a Top Performing Live Chat Operator. The Wrong Way: You could set up automated autoresponders on Twitter which is what the Bank of America did, basically completely removing the “social” from social media, or perhaps even worse – threaten to fine people that leave a bad review of your hotel!

Customer Service 49

Customer Service Morale Interactive Voice Response Banking 49

Fonolo

JUNE 27, 2018

and draining their bank accounts: Ok is there a freephone number? I get being busy but telling me to call customer service who cannot be reached versus responding to my concern is a joke… — (J?²) (@TheRemixOnline) June 18, 2018. White Paper: The Secret Sauce for Increasing Customer Happiness.

Airlines 52

Airlines Abandon rate Entertainment Banking 52

Cisco - Contact Center

MARCH 31, 2021

You start to step away to call the bank, beginning to be concerned…. Webex Contact Center [Recorded Webinar]. Accelerating the Next Generation Contact Center – Cisco Contact Center Executives Look at What’s Next for Contact Center Technology [White Paper]. Except this time is different.

Customer Experience 70

Customer Experience Contact Center Customer centricity Government 70