Beyond Philosophy

AUGUST 9, 2017

do not have a bank account at an insured institution (unbanked), which translates to about nine million households. Underbanked describes a household that has a checking and/or a savings account but has found outside resources for banking products, meaning other than financial institutions. households, around 24.5 I rarely use cash.

Banking 0

Banking Coaching Surveys Employee engagement 0

Customer Guru

APRIL 10, 2018

Continuing with our initiative of sharing experiences of top-notch CX experts, we have another gem of an interview with Mr. Gangadhar Krishna, an independent author, coach, trainer and consultant in customer service and excellence. Circumstances forced me into retail banking in Dubai. I returned to Dubai and joined an elevator company.

Consulting 110

Consulting Consulting Customer Service Customer centricity 110

Cisco - Contact Center

JANUARY 10, 2023

As a change agent serving the financial services industry for over 20 years, it is a great privilege to collaborate with Bank, Insurance, and Wealth Management institutions to devise and execute digital transformation strategy, solve complex business problems, and leverage technology to strengthen business results.

Banking 145

Banking Enterprise APIs Contact Center 145

Beyond Philosophy

OCTOBER 26, 2023

Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos! Eventually, I realized that the thing these boots would do, besides draining my bank account, was make him feel more confident. She thinks of brands appropriately, and not everyone does. So, I bought them. Click here.

Banking 221

Banking Consulting Consulting Personalization 221

Beyond Philosophy

OCTOBER 31, 2014

Here is also a video of Dan Ariely , author of “Predictably Irrational” and professor at Duke University who explains and provides more examples of Loss Aversion. The loss aversion was in effect as well when several major US banks (e.g. Bank of America, Morgan Chase, etc.) were considering a $5 debit card fee.

Customer Experience 381

Customer Experience Banking Consulting Consulting 381

Customer Guru

JANUARY 3, 2018

Mr. Patel is a leading Customer Service Consultant in India. Amazon disrupted the video-on-demand business and it was not an easy journey to make a place of its own when there were some big players already thriving. Amazon Prime Video or the Amazon Instant Video is the game changer for Amazon Prime subscription users.

Consulting 83

Consulting Consulting Customer Service Customer centricity 83

Beyond Philosophy

OCTOBER 29, 2014

Here is also a video of Dan Ariely , author of “Predictably Irrational” and professor at Duke University who explains and provides more examples of Loss Aversion. The loss aversion was in effect as well when several major US banks (e.g. Bank of America, Morgan Chase, etc.) were considering a $5 debit card fee.

Customer Experience 351

Customer Experience Banking Customer emotions Employee engagement 351

Beyond Philosophy

NOVEMBER 22, 2017

In Episode 4, ‘ Building a Business With Purpose’ , from a recent (October, 2016) series of business strategy videos her company produced, entitled “The Entrée”, she said: “It’s really trying to tap into something deeper and capture the hearts and minds of your people … It’s pride, and you want that as a leader.

Banking 223

Banking Enterprise Consulting Consulting 223

Serenova

MARCH 10, 2020

Today’s merger of Serenova and Lifesize introduces an exciting new company combining the most innovative technologies in cloud contact center and video collaboration solutions. At this pivotal moment, when contact centers are the frontline, we believe video is the next customer experience game-changer.

Contact Center 90

Contact Center contact center solutions Cloud contact Banking 90

Taylor Reach Group

APRIL 5, 2019

Think: you’ve got some easy, straightforward calls such as, “what is my bank balance,” to use a financial example, or, “I just need to change my address,” to longer, more complex calls like, “why is this transaction taking place,” or, “I need to fix this within the record that I have.”

Average Handle Time 93

Average Handle Time Metrics Consulting Consulting 93

Certified Languages International

JANUARY 12, 2024

CLI’s phone interpreters deliver convenient, timely language assistance for healthcare providers, call centers, insurance consultations, Medicare coverage, and more. With just a quick phone call, you can accurately communicate with customers, patients, and employees in their preferred language. What Are Phone Interpreters?

Healthcare 40

Healthcare Banking Finance Call Center 40

Enghouse Interactive

MAY 28, 2021

Guest post by Phil Riley, S.Tel Consultants. This ranges from simple automated payment lines to self-service applications so that customers access housing transactions in a way akin to banking and Amazon shopping. Turning on video. Video apps are being adopted by Housing Associations.

Customer Service 119

Customer Service Self service Government Banking 119

360Connext

JANUARY 8, 2018

Customers complained but it didn’t necessarily impact their loyalty…until the infamous video. ). In one case, a banking client of mine realized the signs on their branch doors were outdated just by asking this question of branch managers. appeared first on Customer Experience Consulting. Ask your front-line folks.

Journey mapping 139

Journey mapping Airlines Banking Education 139

CSM Magazine

JUNE 17, 2020

Digital conversations are not just about chat but bringing the full experience of a retail store, automotive showroom, or bank branch online, allowing customers to truly experience products, get “in-person” consultative advice from experts, and make informed and timely purchase or service decisions.

Automotive 52

Automotive Banking Healthcare Chatbots 52

Aspect

APRIL 20, 2020

I took a video conference from Denver with one of the world’s largest online retailers. I took in all the information I could from Morgan Stanley, Goldman Sachs, London Business School, and the Boston Consulting Group (to name a few). I hope my point of view helps you in some way. March 9 th was the last day I worked in my office.

Airlines 133

Airlines Banking Best practices Consulting 133

NobelBiz

AUGUST 22, 2023

Premium Telco Without Breaking the Bank The NobelBiz Voice Carrier Network is one of the best VoIP Interconnected Providers in the industry, with multiple worldwide redundancies for uninterrupted uptime, delivering the best possible voice quality at a fair price. Brad Butler, Contact Center Software Consultant @NobelBiz 4.

voip 98

voip Telecommunications Contact Center Contact center software 98

Comm100

MARCH 2, 2022

Credit unions are not-for-profit and are owned by the people who use its services – their members – rather than shareholders or investors like banks typically are. This means that while making a profit is a bank’s priority, credit unions’ overriding goal is to provide the best service to their members. Future members are digital-first.

Chatbots 52

Chatbots Banking Personalization Wait times 52

PeopleMetrics

FEBRUARY 12, 2018

Whether that somebody is visiting a retail bank; having a field service agent visit their home to perform utility service, or even if that somebody is a patient on medication for a rare disease that requires additional support services from a case manager. Visit our YouTube channel to see all of the videos in the series.

Banking 64

Banking Call Center Consulting Consulting 64

Revation Systems

JANUARY 12, 2018

Today the role of cloud and multi-channel features has changed the game entirely, and shifted what was merely used to aggregate inbound and outbound phone calls into a complex communications hub able to transform multiple industries such as healthcare and banking. So what does this shift in form and function mean for the customer experience?

Contact Center 48

Contact Center Call Center Multi-channel support Banking 48

CSM Magazine

MAY 4, 2021

To use the service, users will click a Sign Assist logo connecting them with a Relate video platform. This launches a video call that’s answered by a dedicated team, all Deaf native, fluent British Sign Language users. For more information, please click here. About Connect Assist.

outsourcing 52

outsourcing Banking Consulting Consulting 52

TechSee

JULY 3, 2018

According to research and consulting company Tractica , expanding use cases for mobile AR will lead to growth from 343 million unique monthly active users (MAUs) globally in 2016 to nearly 2 billion MAUs by 2022. Augmented reality has “blown the dust” off the instruction manuals of yesteryear. Unboxing and installation.

Enterprise 128

Enterprise Banking Consulting Consulting 128

Cisco - Contact Center

DECEMBER 10, 2019

The following is an example, a proof of concept, of a simple banking automation bot designed in Google DF, interacting with the dialog management on premise, coded in the Cisco Call Studio, which is quite useful to understand the enhancements in 12.5 Watch the video: . Join my session at Cisco Live. Learn More.

Interactive Voice Response 73

Interactive Voice Response Call Center Contact Center Self service 73

HGS

MAY 27, 2015

Transactional to Consultative. Complex services are characterized by consultative, advice-based support provided by highly qualified agents with deep domain knowledge. HGS’s cord blood bank project with Virgin Health is another such service that calls for specialized training to address emotional needs of customers.

Contact Center 100

Contact Center Multi-channel support Complaint resolution outsourcing 100

CSM Magazine

DECEMBER 1, 2022

Healthcare customer care differs from traditional customer service (for industries such as insurance, banking, and utilities) but they share certain fundamental elements: Both are designed to enhance the customer experience by providing support when needed, with the goal of deepening loyalty. Documentation of contacts.

Healthcare 52

Healthcare Customer Care CRM Self service 52

Creative Virtual

DECEMBER 8, 2022

Businesses collaborating with them benefit from their expert consultation, resulting in customised, integrated, and personalised solutions that deliver real business value.”. The analysts at Celent conducted their own evaluation of intelligent virtual assistant platforms as well, focusing in on the technology within the retail banking space.

Virtual Agent 52

Virtual Agent Chatbots Government Banking 52

Natalie Petouhof

JULY 14, 2015

percent of retail bank customers currently use their mobile devices for video chat sales or service support, nearly one quarter of all respondents (24.4 percent) would use these capabilities if their primary bank offered it. The study found that while just 1.4

Customer Experience 63

Customer Experience Surveys Telecommunications Banking 63

Callminer

FEBRUARY 23, 2021

Video chat assistance is on the rise. “FaceTime video chatting was just the beginning. Video customer service is coming. Requests are coming in from clients who want to offer video customer service. One-way video chatting (they see our agent, but the agent does not see them) or an app could be used to offer this.

Call Center 376

Call Center Technology Banking Contact Center 376

Taylor Reach Group

NOVEMBER 17, 2017

2) Video Service will continue to increase and become mainstream. Video can enable easier customer authentication, increased emotional connection to customers, provide insight into technical support challenges and allows for more interactive services. Banks are already deploying ITMs (Interactive Teller Machines).

Customer Support 63

Customer Support Self service Technical Support Chatbots 63

Hodusoft

JANUARY 1, 2024

The Rise of Virtual Banking: IP PBX Software as the Backbone of Remote Financial Services Over the past few years, the state of virtual banking has evolved greatly with financial institutions utilizing digital technologies to provide innovative and expedient banking services. That number was 197 million in March 2021.

Banking 52

Banking Interactive Voice Response Finance Accountability 52

Mindtouch

MAY 6, 2016

From investing, to board governance, to enterprise consultation, Ben Kepes , Director of Diversity Limited , knows exactly what technology based tools exist to help companies digitally transform while keeping the Customer Experience at the forefront of their growth model. I do a lot of consulting with vendors.

Government 90

Government Customer centricity Airlines Consulting 90

Hodusoft

JANUARY 1, 2024

The Rise of Virtual Banking: Contact Center Software as the Backbone of Remote Financial Services Over the past few years, the state of virtual banking has evolved greatly with financial institutions utilizing digital technologies to provide innovative and expedient banking services. That number was 197 million in March 2021.

Contact center software 52

Contact center software Banking Contact Center Finance 52

Enghouse Interactive

APRIL 28, 2020

Author: Manuela Pifani, Founder of CXellence Consulting . Manuela Pifani is a multi-award winning CX consultant, trainer and thought leader. In 2018 she founded CXellence Consulting to partner with more organisations and Customer Execs to help them achieve success through customer experience excellence.

Journey mapping 65

Journey mapping Consulting Consulting Banking 65

ClearAction

DECEMBER 27, 2017

. “Our clients helped us see that in some cases where we weren’t collaborating, they would experience our lack of collaboration,” said Senior Vice President of Insights & Client Experience at SunTrust Bank, Jeff VanDeVelde. appeared first on ClearAction Customer Experience Consulting. ” Strategic Focus.

Customer Experience 54

Customer Experience B2B Banking Journey mapping 54

JivoChat

JUNE 29, 2023

Some companies engage consultants to help them with their digital transformation to design and develop their brand experience; others just learn from influential entrepreneurs in the market. These tools can help streamline processes and optimize performance without breaking the bank. Buy GIMP from GIMP.

Analytics 88

Analytics Chatbots Feedback Surveys 88

Service Agility

JUNE 20, 2018

Video Chat Yes, it is starting to get implemented, and the early adopters are easy to predict: it’s where the visual element adds a key benefit to the interaction. And yes to interior design, where you can show the consultant the space you need to fill and he/she can give an informed opinion. More importantly, take a look around.

Contact Center 40

Contact Center Banking Technology Consulting 40

ClientSuccess

JUNE 19, 2019

It will surely get your brain and bank account working overtime. Adding credibility to this statement is a research study by Invesp Consulting which suggests: Existing customers are 50% more likely to try new products and spend 31% more than new users! Post the webinar, you can share it on video platforms such as Youtube, Vimeo etc.

Customer retention 73

Customer retention B2C Entertainment Consulting 73

Comm100

JUNE 30, 2016

” This course contains no video or audio components, and requires students receive an 80% or above on each assessment to be eligible for certification. Customer Service: The Basics by The Training Bank. Image source: The Training Bank. For those interested, Training Today offers a free trail. Cost: Free with trial.

Customer Service 56

Customer Service Banking Education Scripts 56