Integrity Solutions

AUGUST 21, 2019

Successful banks recognize that “the customer” isn’t just an external entity. Under-met client needs are one of the greatest fears and frustrations every senior bank and credit union leader has, especially now, with other banks’ products and services only a click or two away from the customer. Part 2 in a blog series.

Banking 43

Banking Personalization Management Employee engagement 43

Noble Systems

AUGUST 25, 2020

Banking and other financial services firms are continually challenged to train, motivate and retain employees in order to deliver consistent, high performance services and build consumer trust. Gamification can be used by banks, lenders, and other financial institutions to: 1. Align employee behaviors with business objectives.

Gamification 71

Gamification Employee engagement Banking Contact Center 71

COPC

APRIL 1, 2024

They extend to tools for answering customer queries, feedback and coaching systems, and virtual collaboration. Picture a customer engaging with a chatbot on a bank’s website. The customer’s queries might cover a variety of banking services.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

CX Global Media

FEBRUARY 28, 2019

Here is an edited transcript of my interview with Al Cook: Jim Rembach: Hey, this is Jim from the Fast Leader Show and Call Center Coach and I’m here with Al Cook of Twilio. Over and over again folks like ING Bank, folks like Liberty Mutual have just not been able to get that level of control they need from the typical contact center.

Contact Center 250

Contact Center Coaching Call Center Technology 250

CX Global Media

JULY 12, 2019

I am responsible for all fiscal and operational aspects and have a particular gift for creating and maintaining a high employee engagement measured through high survey scores conducted by Denison and Gallup polls for several consecutive years. EXPERT SESSION – How Coca-Cola® Adds Life to Contact Center Employee Engagement.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

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

Integrity Solutions

JULY 25, 2023

The banking industry is undergoing a significant transformation, driven by technological advancements, changing customer expectations and evolving regulatory landscapes. Incidents involving banks like SVB and First Republic Bank, coupled with the emergence of new banks, have placed many regional and community banks in a precarious position.

Banking 72

Banking Coaching Sales Employee engagement 72

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. Supporting Agent Coaching and Empowerment. New technologies will help contact centers be more agile in the new year. About the Author.

Contact Center 52

Contact Center Coaching Quality management Employee engagement 52

Enghouse Interactive

OCTOBER 12, 2021

Authorize agent creativity and flexibility in finding solutions to issues, without the need to get ‘manager approval’ for anything – provide agents with broad flexibility, and high limits and agents will deliver the best approach possible… without breaking the bank.

Customer Experience 86

Customer Experience Self service Banking Employee engagement 86

SharpenCX

MARCH 4, 2021

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. And, you can see which agents handled these interactions, so you know where to offer additional coaching and training for a more seamless journey for future customers.

Analytics 67

Analytics Average Handle Time Management Metrics 67

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

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. Arkadi is the founder of ING Direct and a banking industry visionary. You can see the connection there; it's just like he and Arkadi did for banking.) Tony Hsieh.

Banking 67

Banking Metrics Employee engagement Customer centricity 67

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

Customer Relationship Metrics

JULY 26, 2017

Think about the evaluation, the calibration, and the coaching. With Survey Calibration you can legally and confidently coach, promote, or terminate (let’s hope not) contact center agents based on the scores received because they are the ones who earned/deserves them. Think about it as external Quality Monitoring (eQM). This is humane.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

Enghouse Interactive

APRIL 28, 2019

Training and Retention: Happy agents tend to stay with a business, and overall levels of agent satisfaction can be dramatically improved through ongoing engagement, individual coaching and proper rewards. For calls, this is a well-structured IVR; for chats, this is a user-friendly BOT.

Quality management 40

Quality management Management Scripts Call flow 40

Enghouse Interactive

MAY 21, 2019

Training and Retention: Happy agents tend to stay with a business, and overall levels of agent satisfaction can be dramatically improved through ongoing engagement, individual coaching and proper rewards. For calls, this is a well-structured IVR; for chats, this is a user-friendly BOT.

Quality management 40

Quality management Management Scripts Call flow 40

Netomi

JANUARY 5, 2022

A former CEO group leader, and executive coach with the world’s largest chief executive organization, David has worked with thousands of CEOs and business leaders on their business brand, customer experience, and competitive advantages. Kate Nasser, The People Skills Coach and founder/president CAS, Inc. Kate Nasser.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Noble Systems

MARCH 19, 2021

Popular monitoring modes include listen only, in which the agent may not even know they are being observed, and coach monitoring. In the coaching mode, managers can assist the agent during a call, but the customer can’t hear the manager. Managers can listen to an agent’s call in real-time.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

Russel Lolacher

JANUARY 8, 2022

In episode three of Relationships at Work, I chat with Kate Nasser , author and People-Skills Coach, as we look at identifying negativity in the workplace and how to address it for ourselves and for our organization. First out of the gate, she’s the founder, president of CBS Inc, and the people’s skills coach. Kate Nasser.

Construction 52

Construction Coaching Morale Personalization 52

Fenero

SEPTEMBER 15, 2018

Training and coaching agents won't do much if the CRM, desktop tools, and workflows are disparate and uncoordinated. In fact, conducting an employee engagement survey and not acting on it can actually decrease engagement levels. There is no secret to building employee engagement. Formalize an Exit Interview.

Call Center 13

Call Center Morale virtual call center Metrics 13

ChurnZero

MAY 20, 2022

The webinar’s Q&A session uncovered a ton of tips and insights, including how to increase domain expertise, gauge employee engagement, and strengthen leadership skills beyond certifications. You’re basically coaching others. Peter Armaly answers your Customer Success career path questions.

Banking 98

Banking Finance Coaching Employee engagement 98

Fenero

JANUARY 20, 2019

Training and coaching agents won’t do much if the CRM, desktop tools, and workflows are disparate and uncoordinated. In fact, conducting an employee engagement survey and not acting on it can actually decrease engagement levels. There is no secret to building employee engagement.

Call Center 8

Call Center Morale Automotive Metrics 8