Talkdesk

DECEMBER 23, 2020

Distribution through financial centers: Banks, credit unions and community lenders will receive the applications, review, process and distribute the new tranche of $267.5 Banks and lenders will need to make the PPP process as clear and straightforward as possible to their agents and clients.

Banking 126

Banking Real estate Government Contact Center 126

Hodusoft

MARCH 13, 2024

Optimizing Customer Support in the Financial Sector: How BPO Contact Centers Can Add Value In the present age, financial institutions are grappling with a wide range of challenges. This blog explores the challenges faced by the financial industry, the role of BPO contact centers, and strategies to enhance customer support.

Contact Center 52

Contact Center Customer Support Contact center software outsourcing 52

Revation Systems

MAY 5, 2020

As stay-at-home orders began to ripple across the nation in March, the banking industry began to shut down branches or significantly limit their hours of business to help stop the spread of the novel coronavirus. In the meantime, banks are shifting their communications strategies in response to the ‘new normal.’. In fact, J.D.

Banking 71

Banking Contact Center Wait times Chatbots 71

Uniphore

NOVEMBER 16, 2021

The challenges of the pandemic thrust banks that were struggling to remain relevant and their customers who were still digital holdouts into the same situation: learn how to shift banking activity from in person to online practically overnight. Today digital banking is the norm rather than the exception and there’s no going back.

Banking 52

Banking Average Handle Time Contact Center Wait times 52

Calabrio

NOVEMBER 25, 2020

In fact, the pace of change is only accelerating affecting nearly every facet of our lives, from how we bank, shop and socialize to how we respond to a pandemic. These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center.

Contact Center 122

Contact Center Self service Analytics Banking 122

Revation Systems

NOVEMBER 30, 2020

SAN FRANCISCO–( BUSINESS WIRE )– Revation Systems , a leader in cloud-based, compliant messaging and communications, announced the addition of digital appointment scheduling to its flagship digital customer service solution, LinkLive Banking. The LinkLive platform is designed to help customers enhance the customer experience.

Banking 62

Banking Contact Center Customer Service Marketing 62

Talkdesk

OCTOBER 1, 2020

Almost 17,500 US bank branches closed from the beginning of 2014 to the middle of June 2020. Bank branch closures create additional costs for local business owners, making it harder to manage cash flow, maintain productivity levels and contribute to the wider local economy. Impact on small businesses. Embrace the cloud.

Banking 74

Banking APIs Contact Center Best practices 74

Revation Systems

JUNE 30, 2020

LinkLive is unified communications software hosted in the cloud designed for healthcare and banking organizations that offers a broad range of capabilities including rich digital messaging, a seamless ability to engage humans across physical and digital channels, and leading voice and video communications. LinkLive 9.1 LinkLive 9.1

Healthcare 62

Healthcare Banking Call flow Contact Center 62

CSM Magazine

JUNE 12, 2023

In today’s digital age, contact centers play a critical role in customer support, sales, and overall communication between businesses and their clientele. Unfortunately, these centers have also become a target for fraudsters looking to exploit the vulnerabilities inherent in these systems.

Contact Center 52

Contact Center Engineering Education Banking 52

Contact Center Pipeline

OCTOBER 12, 2016

Jim White is Senior Vice President and Director of Card Services at Santander Bank. Jim talks about the agent skill requirements they have in their financial contact center. Their agents are a source of information and education.

Banking 100

Banking Education Contact Center Technology 100

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

Contact Center Pipeline

OCTOBER 7, 2015

JoAnn Morency is a founding board member for the NECCF (NorthEast Contact Center Forum), and Senior Vice President and Director of Retail Banking at Commerce Bank.

Banking 100

Banking Contact Center Call Center Customer Experience 100

Avaya

MAY 16, 2019

Some banks add digital channels. Taiwan’s O-Bank was born all digital. It has no branches and instead provides customers with smart, convenient and customized service via a smartphone app and a 24×7 video contact center. Its answer: become the country’s first native digital bank.

Banking 59

Banking contact center solutions Contact Center Accountability 59

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

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. Information from each customer contact is collected, labeled by the agent, and stored for future use.

Self service 111

Self service Contact Center contact center workforce Banking 111

Hero Digital

APRIL 23, 2020

At a time when COVID-19 is having profound implications on all aspects of daily life for people around the world, banks and credit unions, as front-line keepers of financial systems for consumers and small businesses, have a crucial role in ensuring the continued functioning of society. Image credit: Yelp.

Banking 66

Banking Consulting Consulting Benchmark 66

Taylor Reach Group

MAY 30, 2017

It seems there is no shortage of experts and pundits weighing in on what they see as the trends that will impact the Call Center/ Contact Center industry. In this post, I want to focus on trends that are already starting to ‘bite’ in Call and Contact Centers. . . .

Contact Center 71

Contact Center Interactive Voice Response Journey mapping Banking 71

Vistio

DECEMBER 15, 2021

Today, we have with us, Matt Beckwith, a proud “ Contact Center Geek ” with over 25 years in contact center industry. He has been named a top thought leader in the contact center space and serves on the steering committee for the Northern California Contact Center Association.

Contact Center 52

Contact Center Banking contact center associations Technology 52

NobelBiz

OCTOBER 6, 2020

The latest news from the workforce market seems to point out that the contact center industry has settled for a clear model. While acknowledging the risks of this resolution, the bank prefers to redesign the working space, rather than lose some key elements such as team bonding or proper junior training. The same J.D.

Contact Center 52

Contact Center contact center workforce Banking Call Center 52

Fonolo

MARCH 19, 2020

The poorest-prepared — and so hardest hit — was been Expedia, followed closely by almost every other airline, Amex, Chase Bank, and Virgin Media. Things may seem crazy in your contact center right now but I can assure you, it won’t last forever. What Call Centers Can Do to Manage Call Spikes and Staff Shortages.

Contact Center 91

Contact Center Airlines Call Center Banking 91

CSM Magazine

OCTOBER 6, 2020

Red Box partners with RingCentral to deliver next-gen voice and video capture integrated with unified communications for highly regulated businesses. The integration will deliver access to RingCentral Voice and Video recorded conversations via Conversa by Red Box, the newly launched open microservices-based enterprise voice platform.

Strategic Value 52

Strategic Value Enterprise Government Healthcare 52

Calabrio

NOVEMBER 25, 2020

In fact, the pace of change is only accelerating affecting nearly every facet of our lives, from how we bank, shop and socialize to how we respond to a pandemic. These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center.

Contact Center 52

Contact Center Self service Analytics Banking 52

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

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

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

Certified Languages International

NOVEMBER 10, 2020

language services industry (hi, Lionbridge and TransPerfect), we’ll be focusing on the top companies that primarily provide remote interpreting services, like video and telephone interpretation. Related: Which Is Better for Healthcare: Video or Phone Interpreters? Stratus Video. Let’s take a closer look. LanguageLine Solutions.

Healthcare 52

Healthcare Government Enterprise Banking 52

Toister Performance Solutions

JANUARY 4, 2018

A new report from the American Customer Satisfaction Index (ACSI) shows branches and ATM machines are just about the only place where credit unions and community banks lag behind larger financial institutions. ACSI Banking Report Highlights Smaller is better when it comes to service quality, according to the ACSI report.

Banking 48

Banking Customer centricity Contact Center Accountability 48

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? Check out Five Things to Know about Magic Quadrants for a video interview with someone who used to help create MQs. Our favorite chart: Contact Center 2.0, The Rise of Collaborative Contact Centers.

Contact Center 65

Contact Center Call Center Abandon rate Surveys 65

pindrop

JULY 13, 2020

60% of fraud starts in the contact center, usually in the IVR. The post [VIDEO] Protecting the IVR appeared first on Pindrop. Convenience may give way to fraud if companies aren’t careful. Watch our 20 second public service announcement on an often overlooked “leaky” customer touchpoint.

Interactive Voice Response 40

Interactive Voice Response Contact Center Banking 40

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. Contact Center. Posted by Matthew Vallance. Wed, 05/27/2015 - 14:41.

Contact Center 100

Contact Center Multi-channel support Complaint resolution outsourcing 100

Fonolo

MAY 31, 2019

Contact center managers are, at their core, problem-solvers. Yet, in many cases, these periods of peak call volume come as a real shock to everyone in the contact center. What happens when call volume gets out of control in your contact center? This guide will tackle those questions, and more, head on! .

Contact Center 57

Contact Center Management Abandon rate Call Center 57

TechSee

MARCH 19, 2019

Hire some agents, train them, and use standard contact center KPIs to measure how well they perform. Experts estimate that the current average total cost per contact across all industries is approximately $15. A coffee machine manufacturer may present images of six different models on their Contact Us page.

Self service 146

Self service Metrics Contact Center Virtual Agent 146

Fonolo

MARCH 28, 2019

Contact center managers are, at their core, problem-solvers. Yet, in many cases, these periods of peak call volume come as a real shock to everyone in the contact center. What happens when call volume gets out of control in your contact center? This guide will tackle those questions, and more, head on! .

Contact Center 52

Contact Center Management Abandon rate Call Center 52

NobelBiz

AUGUST 22, 2023

Tailored exclusively for contact centers, the VOIP solution from NobelBiz ensures the lowest cost-per-minute, seamlessly directing calls through optimal routes. The NobelBiz Voice Carrier Network is purpose-built to accommodate high-volume calls essential for contact centers.

voip 98

voip Telecommunications Contact Center Contact center software 98

Revation Systems

APRIL 13, 2020

Click here to read more about how LinkLive Banking is helping to place humans in the middle of digital transformation to modernize the customer experience. Click here to read more about how LinkLive Banking is helping to place humans in the middle of digital transformation to modernize the customer experience.

Banking 62

Banking Contact Center Customer Experience 62

Cisco - Contact Center

DECEMBER 10, 2019

Artificial Intelligence Transforming Call Centers. The Contact Center business is going through a series of very important changes driven by the technology innovation, the raise of socials and the new consumption models being evaluated by most of the companies. Cisco Call Center Enhancements. Watch the video: .

Interactive Voice Response 98

Interactive Voice Response Call Center Contact Center Self service 98