Liveops

FEBRUARY 11, 2018

Krueger, Operations Manager for US Bancorp Fund Services, talks about how the bank evolved its training and onboarding to foster agent development. Top priorities: Reducing customer effort and automating CX. A common pitfall of these processes is information overload.

Call Center 48

Call Center Journey mapping Contact Center Banking 48

VocalCom

OCTOBER 22, 2018

Not everyone remembers when a payment is due or when a sales event may begin. For example, retail brands may send information about holiday sales events and offer special services such as gift wrapping. Banks may also send monthly reminders about payments. Chatbots can answer simple customer questions and help with purchases.

Contact center software 48

Contact center software Airlines Interactive Voice Response Surveys 48

Solvvy

AUGUST 31, 2022

You can use an additional KPI, customer effort score (CES), to learn how difficult your customers perceive interactions with your company or products. CES is typically based on answers to a straightforward customer survey, which asks for a rating from 1 for very difficult to 7 for very easy. After a Webinar.

Surveys 62

Surveys Benchmark Feedback Customer Support 62

REVE Chat Blog

NOVEMBER 21, 2019

With the help of consistent newsletters, events or seminars/webinars you can educate your leads in the best way. This reduces the bounce rate for your website and increases engagement with prospects and customers. Chatbots have revamped the way brands interact and engage their customers. Lead Qualification.

Best practices 77

Best practices B2B Sales Chatbots 77

Pointillist

MARCH 1, 2019

Using customer journey analytics, you can integrate your structured data (website, CRM system) with your unstructured data (transcripts from web chat, audio call recordings, chatbot transcripts). Banking Customer Experience Index 2018 Report Keeping track of CSAT scores is, therefore, vital.

First call resolution 75

First call resolution Call Center Self service Analytics 75

Pointillist

MARCH 1, 2019

Using customer journey analytics, you can integrate your structured data (website, CRM system) with your unstructured data (transcripts from web chat, audio call recordings, chatbot transcripts). Banking Customer Experience Index 2018 Report Keeping track of CSAT scores is, therefore, vital.

First call resolution 40

First call resolution Call Center Self service Analytics 40

Nicereply

JUNE 20, 2019

Co-browsing also aids companies to reduce cost while boosting customer satisfaction. One of the largest banks in Nigeria integrated Live Video Chat and co-browsing in order to enhance its inbound support requests KPIs. Delivering a blanket approach to your customers is so old-school. Personalization. Brand and User Integration.

Marketing 77

Marketing Chatbots B2C Self service 77