Integrity Solutions

JULY 25, 2023

The banking industry is undergoing a significant transformation, driven by technological advancements, changing customer expectations and evolving regulatory landscapes. Others are feeling the pressure to seek buyers and retain customers who are moving their money to perceived “safer” established banks.

Banking 74

Banking Coaching Sales Employee engagement 74

Noble Systems

AUGUST 19, 2020

Banks and other lenders. Mobile banking has transformed the way that consumers interact with banks. In addition, traditional bank organizations are increasingly challenged by more agile and flexible offerings from new entrants. They can now manage their money wherever and whenever they want.

Gamification 98

Gamification Banking Enterprise Coaching 98

CSM Magazine

JANUARY 5, 2022

In 2022, it will be imperative to think strategically about customer and employee engagement strategies to align the customer experience with the employee experience. Organizations must understand and act on this growth in customer data to drive improvements in the customer experience.

Contact Center 52

Contact Center Coaching Quality management Employee engagement 52

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. RS Components – Enabling cultural change.

Best practices 40

Best practices Banking Coaching Analytics 40

Customer Relationship Metrics

JULY 26, 2017

Customer Disruption. A successful brand is now determined by the customers’ experience and relationship. For the last few years Customer Relationship Metrics has been helping clients implement a modern QA model called Impact Quality Assurance (iQA). Think about the evaluation, the calibration, and the coaching.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

CX Journey

OCTOBER 6, 2016

Image courtesy of Peter Aceto This is Part 2 of a two-part series on my discussion with Tangerine Bank CEO, Peter Aceto. I left off on Part 1 of my conversation with Peter Aceto with questioning why so many leaders still don't get the importance of focusing on the customer and customer experience improvements. Tony Hsieh.

Banking 67

Banking Metrics Employee engagement Customer centricity 67

Netomi

JANUARY 5, 2022

This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Can I Work a Customer Service Job from Home? Adrian Swinscoe.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

C Space

APRIL 6, 2020

The group has worked frequently with Feeding America in the past, and the organization recently launched a Covid-19 Response Fund, working with local food banks to provide specific needs. “As Billionaire banker Uday Kotak – who founded and runs Kotak Mahindra Bank – has made a personal donation of Rs. 25 crore ($3.3 25 crores ($3.3

Healthcare 52

Healthcare Banking Engineering Transportation 52

Enghouse Interactive

APRIL 28, 2019

As a result, on a global basis 88% (versus 77% in 2015) of business executives* have identified that improving the customer experience is their most important focus for 2019 onwards, specifically noting that integrating and pro-actively managing omni-channel capabilities are key to achieving that objective.

Quality management 40

Quality management Management Scripts Call flow 40

Enghouse Interactive

MAY 21, 2019

As a result, on a global basis 88% (versus 77% in 2015) of business executives* have identified that improving the customer experience is their most important focus for 2019 onwards, specifically noting that integrating and pro-actively managing omni-channel capabilities are key to achieving that objective.

Quality management 40

Quality management Management Scripts Call flow 40

Noble Systems

MARCH 19, 2021

As are agent training, best practice conformance, and identifying trends to help improve processes and drive a better customer experience. Popular monitoring modes include listen only, in which the agent may not even know they are being observed, and coach monitoring. Confirmation of regulatory compliance is another.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

Enghouse Interactive

OCTOBER 12, 2021

For organizations to improve their overall customer experience (CX), they must focus on how they engage with their customers, by listening understanding, and acting on what customers are telling you, and by ensuring that you’re providing your staff (front-line, back-office, and support) with the tools they need act efficiently and effectively.

Customer Experience 86

Customer Experience Self service Banking Employee engagement 86

SharpenCX

MARCH 4, 2021

You want a clear picture of what’s happening with your customers and agents, day-by-day and week-by-week. Distill all the data living in your contact center down into a few important charts and graphs in your reports, so you can pull out actionable insights for coaching. The Reports and Dashboards that Matter to Your Agents. (If

Analytics 67

Analytics Average Handle Time Management Metrics 67

Fenero

SEPTEMBER 15, 2018

Most agents put in a lot of effort in delighting customers which typically goes unrewarded. The best call centers provide incentives and recognitions to agents that go the extra mile in delivering superior customer experience. Regular rewards boost employee morale and make them feel valued and important in the organization.

Call Center 13

Call Center Morale virtual call center Metrics 13

Fenero

JANUARY 20, 2019

Most agents put in a lot of effort in delighting customers which typically goes unrewarded. The best call centers provide incentives and recognitions to agents that go the extra mile in delivering superior customer experience. Regular rewards boost employee morale and make them feel valued and important in the organization.

Call Center 8

Call Center Morale Automotive Metrics 8