pindrop

AUGUST 16, 2021

Each KBA required to complete authentication increases the average handle time required to authenticate a caller and increases the average cost per call for the contact center. The 2021 Caller Authentication Guide for Contact Centers. WEBINAR: Caller Authentication 101. July 6, 2021. In addition, recent shifts.

Contact Center 62

Contact Center Average Handle Time Calibration Airlines 62

pindrop

NOVEMBER 12, 2020

60% of fraud begins in or touches it and while you are aware of the media reported mega-breaches that have plagued companies and consumers both, have you considered your contact center’s place in the journey from data capture to fraudulent transaction and account takeover? What is Contact Center Fraud?

Best practices 57

Best practices Contact Center Interactive Voice Response Engineering 57

Outsource Consultants

OCTOBER 23, 2018

Nearshore Contact Center Outsourcing Spotlight: Peru, Argentina, Paraguay, and Uruguay. We’ve helped many clients find Philippine call centers over the years, but recently we’ve seen a significant shift with leading organizations seeking nearshore Central and Latin American contact center outsourcing locations.

outsourcing 59

outsourcing Contact Center Automotive Real estate 59

Eptica

AUGUST 14, 2015

Date: Friday, August 14, 2015 The 10 steps to digital customer experience success in banking. Author: Pauline Ashenden Twenty years ago, the majority of banking was carried out face-to-face through an extensive branch network and most consumers remained with the same bank for much of their lives. Published on: August 14, 2015.

Banking 85

Banking Multichannel Customer Experience Finance 85

HGS

MAY 27, 2015

The Contact Center Evolution: 5 Focus Areas to Move from Vanilla to Value. Contact centers have undergone significant transformation in the past few years, driven largely by the shift from voice to digital and omni-channel customer service. Posted by Matthew Vallance. Widening Service Delivery Scope. Location Matters.

Contact Center 100

Contact Center Multi-channel support Complaint resolution outsourcing 100

Monet Software

MARCH 20, 2019

For improved insight into every interaction between a contact center agent and a customer, it’s hard to beat desktop analytics (DA). Here are three common questions that every contact center manager has asked at one time or another. Is our contact center in compliance with privacy regulations?

Analytics 54

Analytics Contact Center Government Banking 54

Fonolo

AUGUST 28, 2018

Nothing says summertime like lounging by the pool and reading contact center industry reports, amirite? About: For this report, industry analyst Peter Ryan gathered the views of 352 enterprise executives, each with decision-making authority over contact centers. Our favorite chart: Contact Center 2.0,

Contact Center 65

Contact Center Call Center Abandon rate Surveys 65

Outsource Consultants

MAY 8, 2024

Fast forward to… 2013: The Inter-American Development Bank recognized Colombia’s potential, calling it a “hidden jewel” for outsourcing in Latin America. Here’s what makes it a goldmine for businesses: A Booming Industry: The call center and BPO industry in Colombia is experiencing explosive growth.

outsourcing 67

outsourcing Call Center Education Consulting 67

Outsource Consultants

OCTOBER 2, 2018

As demand for nearshore contact centers increases, we’ve been helping more and more businesses find the right partner – with remarkable results. Contact centers in Mexico offer a unique benefit that most other nearshore locations can’t: proximity to the USA. provider costs by up to 50%. Communications.

outsourcing 52

outsourcing Contact Center Bilingual agents Automotive 52

The Northridge Group

APRIL 8, 2024

Organizations (I use this term instead of “companies” because the technology is pervasive, spans commercial, healthcare, government, nonprofit, legal, finance etc.) Investors are flocking to firms who label themselves as AI. Let’s break it down. are simply looking for efficiencies. Full stop.

Technology 105

Technology Finance Government Healthcare 105

Outsource Consultants

JANUARY 24, 2022

However, many were unsure if the online gambling industry could outpace the BPO industry as government eyes finally began to settle on it. 2022 Update: Of all the industries to potentially disrupt the contact center industry in the Philippines, one has stood out: Online gambling.

outsourcing 128

outsourcing Real estate Government Call Center 128

Eckoh

FEBRUARY 8, 2019

The increased range of communications devices – mobiles, home landlines, VoIP phones for example - means that contact centers today need to consider widening the types of calls that they record. This may be for legal or regulatory requirements, but there are other reasons to do so. Here’s our top three: 1. COMPLIANCE.

Contact Center 40

Contact Center voip Government Banking 40

Talkdesk

MARCH 16, 2021

Federal government Coronavirus Aid, Relief, and Economic Security (CARES) Act— distributed $663 billion to over seven million small businesses to help them stay afloat, representing a great opportunity, but also posing significant logistical and access challenges for banks and lenders. He shared his advice to PPP borrowers: .

Banking 121

Banking Government Wait times Contact Center 121

TRUSTID

NOVEMBER 4, 2018

Advanced telephone scammers can manipulate any phone number to trick individuals into thinking their bank is contacting them. According to the recent Fortune article, “A Convincing, New Phone Phishing Scam Wants Your Banking Secrets. They do this by using any number of Caller ID spoofing technologies available on the Internet.

Call Center 48

Call Center Banking Engineering Contact Center 48

Fonolo

DECEMBER 11, 2018

Bank of America. The data, collected over a 12-month period, revealed that customers phoning into call centers most frequently report waiting on hold with companies from the telecommunications, airline, and financial industries. Government. The Top Contact Center Trends to Watch in 2019. Virgin Media. Electronics.

Airlines 100

Airlines Telecommunications Wireless Gamification 100

CSM Magazine

MARCH 19, 2020

To date, Avaya has helped empower over 200,000 contact center agents to work remotely, and is working with educational institutions, healthcare providers and other organizations globally to provide complementary video collaboration and communications solutions. Sharaf, IT Director at Raya Contact Center.

Healthcare 59

Healthcare Government Education contact center workforce 59

Fonolo

SEPTEMBER 11, 2018

Then consider that there are forces pushing the other way as well, namely: More transactions moving online (ecommerce is still only 10% of total retail); and new categories ramping up (tele-health, education, and government services). Who should attend: VPs & Directors of Contact Centers. Successful Cases Studies.

Customer Service 89

Customer Service Banking Contact Center Call Center 89

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

Avaya

DECEMBER 18, 2018

‘Twas the night before Christmas, the contact center was quiet, Not an agent was stirring, not even a pilot. We expect that these numbers will increase this year, and our contact center tech is ready to handle it. The same Avaya Government solutions used by NORAD Tracks Santa is also deployed by other government agencies.

Government 80

Government Airlines Contact Center contact center solutions 80

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

The GLOBO Blog

JUNE 22, 2017

The tool integrates with existing chat platforms and adds professional translators directly into workflows, enabling contact center agents to communicate with limited-English-speaking customers in near real time. The chat translation tool is the latest innovation built into GLOBO HQ™, GLOBO’s omnichannel language services platform.

Average Handle Time 75

Average Handle Time Government Healthcare Contact Center 75

Callminer

APRIL 23, 2019

To train and evaluate call center staff. Perhaps the strongest reason companies record and/or transcribe calls is that it’s often required by government entities. Typically, it’s banks that are fined for non-compliance and fines range from $5,000 to $100,000 per month. To ensure the quality of customer service.

Best practices 159

Best practices Call Center Banking Contact Center 159

CSM Magazine

OCTOBER 6, 2020

Dedicated voice specialist, Red Box , today announced a new integration partnership with RingCentral , a leading provider of global enterprise cloud communications, collaboration, and contact center solutions.

Strategic Value 52

Strategic Value Enterprise Government Healthcare 52

Fonolo

JANUARY 28, 2020

The addition of new, enhanced security features has opened up our call-back technology to larger organizations that deal with confidential data, such as those in healthcare, banking, education, and local government. NEW REPORT – Call Center Trends 2020: A New Age for the Contact Center.

Contact Center 75

Contact Center Call Center APIs Government 75

Certified Languages International

NOVEMBER 10, 2020

Primary industries served: Healthcare, government, enterprise, personal interpreter. Voiance, a subsidiary of CyraCom, handles “ over 100 sectors , including some of the largest municipal government, health plan, property and casualty (P&C) insurance, and banking organizations in the United States.” . Stratus Video.

Healthcare 52

Healthcare Government Enterprise Banking 52

Etech GS

SEPTEMBER 11, 2019

This is especially important for business with restrictive hours, such as the post office, banks or government institutions. Artificial intelligence also reduces the pressure on contact centers to schedule more agents to work at nights. One bank even uses it to maintain unsolicited but helpful contact with customers.

Customer Experience 64

Customer Experience Banking Government Upselling 64

RapportBoost

DECEMBER 10, 2018

Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. So, Talkdesk Enterprise Contact Center empowers companies to make their Customer Experience a competitive advantage. So, without further introductions, let’s go ahead and get started.

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

Fonolo

SEPTEMBER 11, 2018

Then consider that there are forces pushing the other way as well, namely: More transactions moving online (ecommerce is still only 10% of total retail); and new categories ramping up (tele-health, education, and government services). Who should attend: VPs & Directors of Contact Centers. Successful Cases Studies.

Customer Service 52

Customer Service Banking Contact Center Call Center 52

Aspect

DECEMBER 27, 2017

This brings us to the contact center – where conversations happen. Due to the criticality of the contact center to a business, as well as the fact that it is still (wrongly) considered a cost center to many C-suites, decisions are generally made conservatively. And this is where chatbots can help.

Chatbots 116

Chatbots Contact Center Interactive Voice Response Enterprise 116

TRUSTID

AUGUST 21, 2019

After all, the data breaches we’ve seen in recent years, which contribute to the loss, stolen or mishandling of personally identifiable information (PII), it’s hard to fathom that contact centers would continue to rely solely on Social Security numbers, birth dates, driver’s license numbers, and so on to identify customers over the phone.

Government 50

Government Banking Contact Center Engineering 50

Blueship Call Center

JUNE 21, 2023

Government agencies, financial and banking institutions, and even some of their back office functions may have outsourced some of their processes for years, but it appears that they have found new ways to make them even more convenient for themselves without compromising the quality of their output.

outsourcing 63

outsourcing Finance Government Customer Care 63

NobelBiz

JULY 8, 2020

In part one, we had an introduction – we talked about how things are looking for the global economic world, both from the perspective of our industry – contact centers, and the larger view of the consumer. A June 2020 forecast by Global Economic Prospects, cited by the World Bank, shows a 5.2% contraction in global GDP in 2020.

Government 52

Government B2C Contact Center Finance 52

Taylor Reach Group

NOVEMBER 17, 2017

Banks are already deploying ITMs (Interactive Teller Machines). High-end automakers like Land Rover and Jaguar are employing video and government agencies are offering solutions such as video chat at DEWA (Dubai Electricity and Water Authority) in Dubai.

Customer Support 63

Customer Support Self service Technical Support Chatbots 63

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

TRUSTID

OCTOBER 21, 2018

While these are the goals every contact center aims for, achieving and maintaining a seamless, high-quality telephone experience takes careful planning and consideration. The article cites three common performance benchmarks that can help you compare how your call center measures up against other call centers.

Call Center 52

Call Center Abandon rate Benchmark Healthcare 52

Uniphore

OCTOBER 5, 2021

As for our customer-facing assets, when contact centers were forced to scale down because of pandemic-induced lockdowns, our array of digital assets (AI-driven bot, mobile app, customer portal, WhatsApp, etc.) We were able to ensure a seamless switch for our customers from contact centers to digital servicing without a glitch.

Contact Center 40

Contact Center Government Banking Self service 40

Avaya

SEPTEMBER 29, 2016

The city of the future is a Smart City, emboldened by technology that folds in government, industry, and consumers. Our building blocks for the Smart City are similar: we want to pull together public safety, smart healthcare, smart education, smart retail, and smart banking and make it accessible to citizens.

Government 79

Government APIs Healthcare Banking 79