Interactions

SEPTEMBER 2, 2021

Bank technology is shifting. Specifically, the automated customer service technology. While this traditional automation technology may have helped internal organizational practices, it did little to boost customer satisfaction. Specifically in banking, there are multiple challenges to customer service.

Banking 62

Banking Virtual Agent Self service Wait times 62

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. Banking contact center interactions are expected to remain elevated through 2024.

Banking 52

Banking Average Handle Time Contact Center Wait times 52

TeamSupport

FEBRUARY 15, 2019

Despite the rise of chatbots and text support, telephone customer support is still critical. To ensure customer satisfaction, B2B companies must create strategies that both reduce wait times and accelerate call resolution. How much do customers value their time and a quick solution?

B2B 49

B2B Banking Surveys Wait times 49

Interactions

AUGUST 22, 2019

ATMs were invented in the 1960s, and they transformed the way that customers interacted with their bank. But, shockingly, in the last few decades since, bank technology hasn’t had another drastic transformation like this. Customers should be the center of a bank’s technology. Banks must also offer consistency.

Finance 59

Finance Banking Wait times Self service 59

SharpenCX

MARCH 4, 2021

Average speed of answer for calls Average speed of answer for chat (this metric looks different for each channel) Percentage of adherence to wait time SLAs Total number of support cases for the week – to help you better predict and forecast volume for the future Number of transfers for the week.

Analytics 67

Analytics Average Handle Time Management Metrics 67

SharpenCX

MARCH 24, 2020

We’ve all been there: on hold with a customer service line for an hour, passed from one department to the next, describing your problem over and over, wondering if anyone will actually help you. It doesn’t matter if they’re calling their bank, cable company, or service desk. I’ve never wanted to have to reach out to customer service.

industry standards 52

industry standards Metrics Call Center Wait times 52