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. Gamification benefits more than just the contact center.

Gamification 71

Gamification Employee engagement Banking Contact Center 71

Calabrio

JUNE 9, 2016

One of the places I look for trends is in the 2016 Dimension Data Global Contact Centre Benchmarking Report , the most extensive global contact center survey in the industry. Digital channels now account for 42% of all contact center interactions. are on track to overtake phone interactions by the start of 2017.

Benchmark 40

Benchmark Contact Center Banking Accountability 40

Fonolo

MAY 22, 2018

This month, we were fortunate to get an early copy of a new survey, by Ryan Strategic Advisory, that asked BPO contact centers about call-backs, and I’m happy to share some of that data with you here. For this report, he gathered the views of 352 enterprise executives, each with decision-making authority over contact centers.

Surveys 59

Surveys Abandon rate Call Center Contact Center 59

Interactions

SEPTEMBER 23, 2021

And when they do, there could be millions of families unable to resume paying mortgages, car payments, credit cards, student loans, who could be at risk of losing their homes, their cars, having their wages and bank accounts garnished, who will struggle to put food on the table and take care of their families.” .

Government 62

Government Virtual Agent Banking Contact Center 62

Comm100

NOVEMBER 2, 2020

Industry: Banking and finance. A chatbot is the ideal companion to a home buyer’s journey with a bank. The bot can even provide personalized service to the bank’s clients. For more examples and inspiration of how chatbots can be deployed in banking, take a look at the Top 15 Ways for Banks to Use Chatbots.

Chatbots 58

Chatbots Customer Service Banking Healthcare 58

Russel Lolacher

MARCH 29, 2021

For example: Banking. Self-Service: allowing customers to report stolen bank cards. This post was originally included as part of 8×8’s Contact Center Trends to Watch in 2021 ebook. Spammy marketing doesn’t count). Proactive Engagement: reminders when renegotiating mortgages is possible.

Self service 52

Self service Banking industry standards Scripts 52

Talkdesk

JUNE 18, 2020

By combining the power of a knowledge base, workflow and agent scripting, contact centers can reduce agent effort and provide the best possible customer experience. Contact centers are one of the many industries feeling the impacts of the coronavirus (COVID-19) and right now, it’s anything but business as usual.

Management 63

Management Government Call flow Scripts 63

Vistio

APRIL 2, 2022

She is an expert in the design and continuous improvement of the remote working model for contact centers, support functions, and enterprise, both in-sourced and outsourced. And that was actually in my first contact center assignment, it was with an outsourcer. Yeah, sure. My career began in HR actually.

Contact Center 52

Contact Center Real estate Customer Service Self service 52

Noble Systems

MARCH 19, 2021

While many large enterprises still use these on-premise systems, SMB call centers can now take advantage of today’s cloud call center software for small businesses. Cloud Contact Center for SMBs. An All-in-One SMB Call Center Software Solution. Contact Us to get started. Database Integration.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

Playvox

AUGUST 11, 2022

It can build a valuable bank of data to inform business decisions moving forward, based on information that comes directly from users. Related eBook: The 2022 QM Success Blueprint: Improve & Monitor Your Contact Center Agents. ENJOYING THIS ARTICLE? Sign up for our newsletter. Inability To Change Tags Retrospectively.

Analytics 83

Analytics Customer Support Benchmark Accountability 83

Clarabridge

OCTOBER 25, 2017

For a more in-depth understanding of each of these steps, check out our eBook 5 Steps to Improving the Customer Journey with Analytics. When you bring the data together, from across the contact center, emails, social, chat or any other feedback channel, it enables you to visualize the journey, drill into friction points and uncover sentiment.

Analytics 40

Analytics Feedback Big data Banking 40

SharpenCX

FEBRUARY 16, 2021

Here are four ways Hulu puts customer focus at the heart of their strategy–plus a few tips on how you can adopt their strategies in your own contact center. Partner with companies to bring better services to your customers without breaking the bank. They offer a fantastic help center for new and existing customers.

Feedback 67

Feedback Entertainment Call Center Customer Experience 67

Mindtouch

MARCH 27, 2019

If contact center queues are any indication, consumers have needs. Download The Ebook. Let’s figure out just what in the heck IoT is first before cracking open the piggy bank. They have needs, darn it! Vastly diverse, wildly specific needs that must be met before they even become customers.

Self service 48

Self service Banking Customer centricity Engineering 48

SharpenCX

MARCH 4, 2021

Sure, you use customer analytics in tons of different ways in your contact center. Turns out, only a measly 1% of contact center leaders feel fully confident in their current data strategy. Creating custom reports helps you get a clear view of how your contact center is operating. Queue the anxiety*.

Analytics 67

Analytics Average Handle Time Management Metrics 67

Babelforce

APRIL 28, 2021

As the front line between your company and customers, contact centers are key to fostering this loyalty. This article will explore six easy-to-implement call center customer service tips to improve your support. 6 easy-to-implement call center customer service tips. #1 But the key tool in contact centers is your IVR.

Call Center 52

Call Center Average Handle Time Customer Service Interactive Voice Response 52

Uniphore

JUNE 7, 2021

One of the most hyped new trends in the contact center is agent assist software. According to Forrester, 8 out of 10 tasks in the contact center can be automated. For example, in one recent case, a banking client of ours reduced errors per day from 4 to 0.5. Take the definitive Agent Assist eBook with you.

Call Center 59

Call Center Scripts Average Handle Time Analytics 59

Comm100

NOVEMBER 5, 2020

Some industries like banking and healthcare have especially strict rules, but every organization is liable should a preventable leak occur. Take a look at our helpful eBook – The Live Chat Buyer’s Guide: What to Look for and How to Ask. Free eBook. For industries like banking and healthcare, this is especially critical.

Healthcare 40

Healthcare Banking SaaS Accountability 40

SharpenCX

MARCH 24, 2020

Download Now: Help your VP of Ops eliminate inefficiencies in your contact center with these 7 projects. Getting benchmark data for your own contact center, then working to improve against those metrics, is crucial to better serving customers. Where did this come from? People are impatient when they want help.

industry standards 52

industry standards Metrics Call Center Wait times 52

Comm100

DECEMBER 16, 2019

Customer-facing chatbots aren’t the only way to use AI in the contact center. eBook: Chatbot Success: How to save time, money, & effort in customer interactions. It’s no wonder why this eBook from 2018 remained one of Comm100’s most popular pieces this year. eBook: 101 Ready-to-Use Live Chat Scripts.

Chatbots 52

Chatbots Benchmark Scripts Best practices 52