Improve customer service without breaking the bank

TELUS International

CX Best Practices

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.

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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.”.

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.

Are banks building trust through customer service excellence?


Date: Wednesday, May 6, 2020 Author: Pauline Ashenden - Demand Generation Manager Are banks building trust through customer service excellence? ” Against this backdrop, how are banks performing when it comes to putting the customer at the heart of everything they do?

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.

How Banks and Financial Sector can Benefit from WhatsApp Business


Well, the cherry on top is that now WhatsApp … How Banks and Financial Sector can Benefit from WhatsApp Business Read More » The post How Banks and Financial Sector can Benefit from WhatsApp Business appeared first on Ameyo.

How to Improve Digital Customer Experience in Banking

REVE Chat Blog

Customer experience has reached a level of paramount importance in recent years, and customers no longer view their experiences in an industry-silo. Banks functioning digitally have witnessed reduced costs and streamlined processes. What is customer experience (CX) in Banking? .

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.

5 Banking Customer Experience Predictions for 2020

CSM Magazine

John Ing, Principal Operations Lead for CX at ECS shares his CX Predictions for the banking industry in 2020. The death of voice as a contact channel for banking customers has been over-hyped. More customer contact channels, not fewer. Customer Service Articles

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.

5 Top Customer Service Articles For the Week of May 18, 2020


Each week I read a number of customer service and customer experience articles from various resources. Customer Loyalty Is Flat. CMSWire) A fair portion of customer loyalty may have been flattened over this 90-day period of the pandemic for businesses that haven’t been able to function as usual, and that includes a large portion of the business world. My Comment: What happens when the loyal customer gets out of the habit of buying from you?

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.

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.

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.

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.

National Australia Bank creates compelling customer and banker experiences


As one of Australia’s “big four” financial institutions, National Australia Bank (NAB) serves more than 6 million customers across the country with around 2,000 frontline bankers handling more 8 million inbound calls every year.

Virtual Agents in 2020: Usage Spikes and the Banking Sector

Creative Virtual

Towards the end of May, we started to see a drop-off to more average traffic levels as you can see from the usage of the self-service virtual agents included in the graph below. Will there be another surge as companies and their customers experience further digital transformations?

Executive Talk: JoAnn Morency, NECCF and Commerce Bank

Contact Center Pipeline

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. Customer Experience Video call center contact center customer experience customer service

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.

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.

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%

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.

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.

Customer Service Approaches To Help Build Your Business

Joe Rawlinson

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.

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.

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.

Using AI to Reduce Bank Operating Costs

Revation Systems

As the reliance on mobile devices only grows stronger, artificial intelligence (AI) solutions are beginning to impact consumer preferences for communication with their banks. Many banks today are using chatbots to answer commonly asked questions or help customers solve basic, routine issues.

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. .

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.

4 Things Banking Contact Centers Can Do Now to Optimize Their Workforce


The financial services industry has undergone many changes, not only in the past four months but also for the past several years. Consider this, from 2010 to 2019, the number of full-service bank branches fell by 12% , dropping from 95,000 to around 83,000.

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.

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.

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.

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.

2020 Vision: What Customer Service Looked Like in 2019


Good customer service can be hard to find. Conversely, bad customer service is easy to spot and, when especially ugly, it can go viral. Everyone has been in a restaurant or service establishment where a crying baby or toddler has had a meltdown.

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?

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.

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.