Integrity Solutions

SEPTEMBER 28, 2023

Investing in customer service can decrease your churn rate, which decreases the amount you have to spend on acquiring new customers and decreases the overall Customer Acquisition Cost (CAC). In the banking sector this is especially apparent. Training and coaching will activate your values and make them visible to the customer.

Customer Service 107

Customer Service Coaching Contact Center Banking 107

CSM Magazine

APRIL 25, 2022

Too many constrictions are bad for employee morale. As long as it’s not breaking the law or breaking the bank, trust your employees to build that customer loyalty. For example, around 76% of consumers today prefer some kind of self-service option. Kate focuses on coaching and educating across the design process.

Scripts 52

Scripts Morale Banking Contact Center 52

Enghouse Interactive

OCTOBER 12, 2021

Add self-service so that customers can have control of how they engage with you. Integrate a Knowledge Base into your self-service process to ensure specific help can be provided quickly via text, documents, or text-to-speech. Use Artificial Intelligence to listen to what is being said, “why”, and the “what” behind it.

Customer Experience 86

Customer Experience Self service Banking Employee engagement 86

Tenfold - Contact Center Blog

DECEMBER 28, 2017

Humana deployed artificial intelligence software trained to detect conversational cues, to coach call-center agents and supervisors, in real-time, when calls with customers were going awry. This is an effective means to slowing turn around and improving productivity by boasting morale.

call center workforce 54

call center workforce Call Center Technology Management 54