CSM Magazine

AUGUST 4, 2021

It’s no secret that the global pandemic accelerated digital transformation in almost every industry—and banking was no exception. Changing behaviors meant banks had to adapt quickly to meet new customer service needs. This trend is good news for banks. According to the Verint report, bank customers use an average of 4.1

Banking 52

Banking Customer Experience Customer Service Contact Center 52

Callminer

AUGUST 1, 2017

Make onboarding & ongoing coaching as stellar as possible. James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. They don’t do anything else except maybe monitor a few calls and give some feedback. Encourage honest and open communication.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

NobelBiz

JULY 25, 2023

In the digital age, customers reach out via myriad channels: Voice Calls : The traditional and most direct form of interaction, where nuances like tone, pitch, and speed can reveal a lot about customer sentiments. Meet the renowned Contact Center Coach, Michael Tamer, also a training expert, CEO at Proponisi, and an accomplished author.

Analytics 98

Analytics Call Center Scripts Contact center software 98

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. Bank of America, J.P. William Taylor. velvetjobs.

Call Center 182

Call Center Management Scripts Coaching 182

JustCall

NOVEMBER 24, 2022

” Feedback like this for your call center agents is a step closer to achieving quality assurance call center goals in your call center management strategy. Key Focus Areas of call center QA in Call Center Operations. I wish all contact center employees were like them.” Identify Training Needs.

Call Center 52

Call Center First call resolution Quality management Contact Center 52

SharpenCX

JULY 28, 2020

Imagine this: a customer receives a debit card in the mail from her bank. The bot asks for her information and for a summary of the problem, then directs her to call the customer service number. After all of this, she’s eventually transferred to a live person at the bank. So, she hops onto the live chat and connects with a bot.

Multichannel 76

Multichannel Best practices Customer Experience Customer Service 76

Global Speech Networks

JANUARY 11, 2022

Depending on the specific banking services in question, a customer’s retirement, life savings, homeownership or investments could be at stake. That’s why your contact centre must be equipped to address the increasing online demand of banking customers. Fully integrated customer experience for finance. Streamline service delivery.

Finance 52

Finance Technology Customer Experience Cloud contact 52