Improve customer service without breaking the bank

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CX Best Practices

The Bank Executive’s Agenda: Differentiating Their Bank in a “Me-Too” Marketplace

Integrity Solutions

In a complex, highly competitive marketplace, bank leaders and managers who make it a priority to create a culture that is built around understanding what the customer needs and values—and the mindset necessary to deliver on it—will have the advantage.

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Who Owns Customer Service?


Customer service is what I’m all about. It is my life’s mission to help companies create a customer service experience that customers think is amazing. But, surely some company that is totally focused on their customers would already own it.

How Banks Can Crack the Code on Employee Engagement

Integrity Solutions

Top performing banks are the ones who always seem to go the extra mile to deliver memorable customer experiences. The bankscustomers are engaged, buy more, stay longer, and recommend the bank to their friends. In today’s environment, no bank can afford not to.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

topic in C-suites, AI for customer engagement is white hot. As a pioneer in AI for contact center customer service and customer. companies to transform—not just improve—customer service and. center customer service. Guide search and service.

Your Customer Service DNA


Some people are just naturally good at providing great customer service. I realized that there was a point in my life that I could look back and say, “That’s when I knew I was passionate about taking care of customers.” That was my “Customer Service DNA.”.

Why And How To Empower Customer Service Agents In Banking Contact Centers


We recently had an interesting discussion with a Customer Service Head of one of the leading banks in Africa, about how banking experience can be improved by empowering customer service agents with the right access to the backend applications for resolving customer queries efficiently.

Incredible Marketing Campaigns to Boost Customer Service


These days, customers are savvier than ever. Thanks to social media platforms, customers wield more power than ever before. Surprise and Shout-Out to Customers. Both TD Bank and WestJet did this so successfully in their respective #TDThanksYou and #OwnersCare campaigns.

Chatbots’ Impact on Banking and Healthcare

Revation Systems

Smart phones and 24/7 call centers have enhanced organizations’ communications with their customers and helped them meet new demands; and now artificial intelligence (AI) is further impacting this landscape. Banking Chatbots. Chatbots do not replace live agents, bank tellers or nurses.

Chatbots’ Impact on Banking and Healthcare

Revation Systems

Smart phones and 24/7 call centers have enhanced organizations’ communications with their customers and helped them meet new demands; and now artificial intelligence (AI) is further impacting this landscape. Banking Chatbots. Chatbots do not replace live agents, bank tellers or nurses.

Crash and Churn: survey reveals the customer service fails that cause attrition


The days of long-term customer brand loyalty to brands are over. Today, consumer stickiness is far more dependent upon people’s specific experiences and the level of service they receive. Customer churn is widespread. Customer churn is triggered by high effort.

Faces of Customer Experience: Ali Banks

Customers That Stick

Meet Ali Banks! Ali Banks’ began her career in architecture but left her real estate development job to pursue her love of food at Le Cordon Bleu, Paris. Customer Service > Customer Experience.

5 Brand Websites Doing Customer Service Right


Whatever your business or its size, the first place your customers go when seeking help is your website. You don’t have to be reachable by phone 24/7, but you do have to give your customers a way to solve their problems or get in touch when they can’t help themselves.

How AI is Enabling Banks to Connect with Customers Better

Revation Systems

Over the last five years, the rise of smartphones and mobile devices has ushered in an era of daily digital banking transactions. For banking, the incentive to innovate in AI is built-in. So, how exactly will AI improve the banking experience? request for banking support.

How Mobile Banking is Redefining The Customer Relationship


The banking industry is far from exempt from new consumer expectations. Banks and other financial institutions are having to adapt at a rapid pace. Like all other businesses, customers expect to be able to access digital services. Banking & The Customer Relationship.

What are Bank Contact Centers Doing Right?

NICE inContact

inContact’s research shows that banking was in the highest tier for customer satisfaction with 54% of respondents ranking it for the most satisfied recent interaction. The American Customer Satisfaction Index (ACSI) reported that banking customer satisfaction increased 5.3%

Impatient consumers demand fast, reactive customer service


They demand fast, reactive customer service that’s highly responsive and resolves issues in record time, without demanding anything from in them in return. Contact center leaders also understand how easy it is for a fraudster to impersonate a customer over the phone.

The Top Customer Service Conferences to Attend in 2020


Wondering what customer service or contact center conference to attend in 2020? Particularly in an industry like customer support, it’s so important to be around people who are working on the same things and can understand what it’s like to be in our shoes.

Rankings show banks are doing well – are you keeping up?


I always look forward to reviewing the customer experience report that the Temkin Group puts out each year. The Temkin Experience Ratings use a survey of 10,000 US consumers to rank companies and industries on the basis of customer experience alone.

New Research: Customer Service Trends and Best Practices


Customer service is undoubtedly a key player in any company’s customer experience (CX) program. It’s the necessary companion to a great product or service —in fact, 80% of customers say that the experience a company provides is as important as its products or services.

Say Hello to Eva—HDFC Bank’s New Customer Service Chatbot

CSM Magazine

Indian Bank HDFC has launched an artificial intelligence-driven chatbot for customer service called Eva. Eva can answer millions of customer service questions over multiple channels and is thought to be India’s first AI chatbot for the banking industry.

Digital Banking & Credit Unions: What to Expect in 2019

Revation Systems

The current landscape of the banking industry has shifted enormously in the last five years. Nearly every aspect of our daily lives has become intertwined with technology, and banking is no exception. Statista predicts that the number of digital banking users in the U.S.

5 Top Customer Service Articles for the Week of July 23, 2018


Each week I read a number of customer service and customer experience articles from various resources. Geolocation: How Businesses Are Improving Customer Experience and Engagement by Robert Szyngiel. Reducing friction is about customer convenience.

Peter Lavers named as a Top Customer Service Influencer

Peter Lavers

WCL Customer Management’s founder and MD Peter Lavers has again been named as one of the world’s top customer service influencers. He has been featured on Fit Small Business’s Top Customer Service Influencers of 2018 list. .

Customer Service Approaches To Help Build Your Business

Return Customer

A business can be nothing without its customers. Whether they are high-end clients, repeat staples or one-off transactions, customers are customers, and all should be treated with the respect and benefit to your business that they deserve. Reward customers.

How does your bank fight evolving phone fraud?


Bank call centers are also targeted by fraudsters posing as customers calling in to change their account passwords or make financial transactions. After all, the telephone is one of the oldest forms of customer service we’ve got.

Net Promoter® News: United Airlines, National Australia Bank (NAB), Commonwealth Bank of Australia (CBA)


United Airlines ties $500,000 CEO bonus to customer satisfaction results We have all read and seen the news and videos regarding United Airlines’ recent customer service debacle.

What is Proactive Customer Service and How to Implement It?

ProProfs Blog

“Instead of focusing on the competition, focus on the customer,” Scott Cook. But, with the overwhelming consumer demands and customer expectations, you cannot afford to negate the importance of satisfactory customer services. . What is Proactive Customer Service?

Don’t Confuse Customer Services with Customer Service

Bill Quiseng

This was originally published as a guest post on Shep Hyken’s customer service blog. . Banks have replaced tellers with ATM’s, direct deposit and internet banking. Even hotels are experimenting with robots to deliver room service.

Keep Your Contact Center in North America Without Breaking the Bank


With the convergence of economic factors and technological advancement, it was seen as the cheap alternative for companies who required basic customer support solutions. But times change – and so do customers. You know it – and your customers know it too.

Billing Dispute? Try Visual Customer Service for Real-time Proof


Visual experiences are gaining traction within customer interactions. Visual engagement has been proven especially effective across a wide range of sales, marketing and customer service and support scenarios, providing the quickest route to success and resolution in a number of use cases.

Data Analytics: The Next Step for Regional Banks?

Revation Systems

Data analytics is a key component of many organizations’ strategy to improving customer service and internal processes and making decisions based on facts rather than instinct. One industry in particular, however, has untapped potential in terms of data analytics — regional banks.

On the Horizon: Customer Service Trends in 2019 [Report]


It’s a challenging time for customer service executives. Customer expectations are higher than ever … and competition is stiff. Roughly 82% of customers are willing to leave a brand because of poor customer service. Your customers will thank you.

Get to the Heart of the Sales Mindset and Increase Questioning Confidence

Integrity Solutions

One of the biggest issues on the minds of L&D professionals working in and with financial institutions today: What separates the most effective tellers, CSRs, loan officers and other bank and credit union employees from all the rest?

Sales 94

Report: Small Banks Are More Customer-Centric

Toister Performance Solutions

The credit union had hired me to conduct a customer service assessment and I had asked him about his vision for serving credit union members in the future. Members enjoyed the credit union's highly-rated service. The ACSI ratings for banks and credit unions bear this out.

Lose the Customer’s Confidence and You Lose the Customer


My wife and I were on the phone with our bank. Once the customer service representative came on the call, Cindy briefly described the problem. What do you think happened when the new customer service rep came on? So, what was the cost to the bank?

Customer Service: Do You Know Who Your Competitors Are?

Call Center Weekly

Some years ago, I read a customer service article that resonated with me so much that I carry the concept with me as one of my core service truths. By customers, we are referring to everyone we serve…co-workers, vendors, and external customers.

At A Fork In the Road: As a Customer Relationship Driver, Where Is Branch Banking Headed?

Beyond Philosophy

Both quotes seem to apply to what is currently transpiring with retail branch banking, and where it seems to be trending. Banks can’t quite make up their minds about what branches are supposed to be. Are they technology centers, with increased reliance on self-service devices, speed, and with minimal customer interface? The largest banks appear to be all about building branch relationships through technology. Why does banking have to be a chore?

All-Digital O-Bank Succeeds Without Brick-and-Mortar Branches


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.

How Customer Service Can Save Cable

Customers That Stick

In the Temkin Group’s 2015 Experience Ratings Industry Snapshots, Internet Service Providers were ranked last out of 20 different industries. Comcast announced recently that it will be putting a massive effort behind changing its customer service.