TechSee

FEBRUARY 12, 2019

By drawing on the aggregated knowledge and experience of the contact center workforce, effectively crowdsourcing their expertise, technology providers are creating the next generation of self service platforms. Why the crowdsourcing of expertise is at the core of deep learning-powered self-service tools.

Self service 111

Self service Contact Center contact center workforce Banking 111

Verint

JANUARY 31, 2018

Work performed in the back office in industries such as banking, healthcare, outsourcing and insurance includes processing claims, managing logistics, maintaining records, ensuring compliance and handling prescription orders. They invest heavily to drive customer experience excellence. Shouldn’t you?

Enterprise 39

Enterprise Healthcare Banking Contact Center 39

Verint

DECEMBER 9, 2015

Managers and executives responsible for the back-office, the non-customer facing area of an organization that processes the goods and service requests of its customers, have been overlooked for a long time.

CCNG 21

CCNG Banking Finance Contact Center 21

Verint

MARCH 9, 2018

Providing one-stop financial services to current and former members of the military and the Department of Defense and their families, Navy Federal Credit Union is the world's largest credit union with more than 7.5 million members, $90 billion in assets, and 17,000 employees.

Customer Service 30

Customer Service contact center workforce Banking Contact Center 30

Verint

NOVEMBER 15, 2017

We have begun to see the boundaries of the contact center expanding as its functionality encroaches upon other departments within the enterprise, agents gain access to subject matter experts in other departments, and data silos have come together in the interest of improved customer service.

Contact Center 31

Contact Center Enterprise outsourcing Accountability 31