Certified Languages International

NOVEMBER 10, 2020

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.” . Related: See How Easy It Is to Get a Telephone Interpreter. Stratus Video. Established: 2011.

Healthcare 52

Healthcare Government Enterprise Banking 52

Playvox

MAY 24, 2022

Just over six months later, on January 18, 2022, SoFi was granted a national bank charter. This period of high-stakes decisions and operational scrutiny required a clear and accurate view into many things, including SoFi’s Member Service Teams quality assurance data.

Big data 72

Big data Construction Banking Coaching 72

CX Global Media

FEBRUARY 28, 2019

Flexibility is often an innocently misunderstood element in the contact center technology evaluation criteria. Afterall, unless you’re evaluating and implementing a wide-array of contact center technology as part of your everyday job, it’s just impossible to keep up with. You can change it down to the very kernel.

Contact Center 250

Contact Center Coaching Call Center Technology 250

Enghouse Interactive

JULY 10, 2018

In the hustling world we live in, the sense of community is exciting in the world of banking. Self-service tools have removed many simple requests from the contact center resulting in agents having to deal with a higher volume of complex requests. In the contact center it all comes down to interactions.

Self service 40

Self service CRM Contact Center Analytics 40

SharpenCX

OCTOBER 4, 2023

Contact center agents are the ones who answer the call—literally and figuratively—when things hit the fan, from being stranded on the side of the road to being locked out of an account. Go to the bank. This trend extends itself to the contact center, where agents have traditionally completed many of the same tasks on repeat.

Customer Service 67

Customer Service Contact Center Banking Call Center 67

Tenfold - Contact Center Blog

DECEMBER 28, 2017

The two qualities can also create a competitive advantage, which is key priority for growing organizations. While agents hold the keys to your company’s success, they are also the most expensive resource you have – accounting for 60% to 70% of expenses in a contact center. Business Intelligence.

call center workforce 54

call center workforce Call Center Technology Management 54

NICE inContact

AUGUST 6, 2019

1) Centrally managing next generation digital interactions in the contact center. Today in most company’s ownership of digital channels is siloed outside the contact center, typically in marketing. Some specific examples are: A customer calls the contact center with a billing issue.

Interactive Voice Response 63

Interactive Voice Response Contact Center Self service Best practices 63

NICE inContact

AUGUST 6, 2019

1) Centrally managing next generation digital interactions in the contact center. Today in most company’s ownership of digital channels is siloed outside the contact center, typically in marketing. Some specific examples are: A customer calls the contact center with a billing issue.

Interactive Voice Response 54

Interactive Voice Response Contact Center Self service Best practices 54

Zoom International

NOVEMBER 7, 2018

Is your goal to hit contact center metrics? In the day to day operations of many contact centers, we focus on traditional operational metrics, such as service level, talk time and adherence. Enable your Contact Center into improve loyalty. Your contact center is pivotal to loyalty and retention efforts.

Contact Center 40

Contact Center Banking Surveys Metrics 40

Enghouse Interactive

OCTOBER 12, 2021

Authorize agent creativity and flexibility in finding solutions to issues, without the need to get ‘manager approval’ for anything – provide agents with broad flexibility, and high limits and agents will deliver the best approach possible… without breaking the bank.

Customer Experience 86

Customer Experience Self service Banking Employee engagement 86

Netomi

JANUARY 5, 2022

Jeremy has more than 19 years of experience as a customer service professional leading high performing teams in the contact center. When not working you can typically find him spending quality time with his wife Alicia and their three boys, running with his dog, or dreaming of native trout rising for a size 16 elk hair caddis.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Comm100

AUGUST 21, 2018

Whereas agents can be forgiven for their human speed, the automated nature of chatbots is no excuse for a slip in service quality. A Pelorus research survey found that 74% of contact center managers felt that improved customer service agent technology can decrease error rates and improve the customer experience.

Metrics 40

Metrics Chatbots Average Handle Time Wait times 40

Comm100

AUGUST 21, 2018

Whereas agents can be forgiven for their human speed, the automated nature of chatbots is no excuse for a slip in service quality. A Pelorus research survey found that 74% of contact center managers felt that improved customer service agent technology can decrease error rates and improve the customer experience.

Metrics 40

Metrics Chatbots Average Handle Time Wait times 40