Avaya

NOVEMBER 8, 2017

The financial services industry ranks as one of the top markets to experience massive digital disruption in the coming years. So, how will the bank branch be impacted? We have an idea of where bank branch digital transformation is headed…. But this hasn’t stopped demand for traditional banking. Viva la Branch.

Banking 40

Banking Multichannel Customer advocacy Upselling 40

Hodusoft

APRIL 17, 2024

As per a research by SQM Group, self-service first call resolution ( FCR ) rate is 74%, and those who opt for a self-service option prefer it to an IVR used to navigate callers to agents for issue resolution. Higher FCR Did you know that auto attendants’ FCR rate is the highest among all contact channels?

Real estate 52

Real estate Scripts Interactive Voice Response First call resolution 52

Inbenta

JULY 5, 2021

Take, for example, a customer at a bank. But what if your customer isn’t familiar with your language, in this instance conventional banking terminology, and instead types “how do I send money abroad?” More accurate results mean happier, more educated customers. Worse, it can detract from your bottom line. What happens then?

Customer Experience 64

Customer Experience Entertainment Banking Education 64

Comm100

FEBRUARY 6, 2023

It requires that you digitize your banking services to be convenient, easy to use, personalized, and secure. Whether you are running a bank or credit union, offering great CX is the best way to protect your reputation. More self-service choices for the savvy clients Your customers are different.

Customer Experience 76

Customer Experience Brand ambassadors Self service Chatbots 76

TMP Direct

JUNE 16, 2021

A clear uptick in the onboarding and usage of digital banking services was expected during the pandemic. Forrester reported in October that 14% of US online adults used digital banking for the first time during the pandemic, and it seems like it won’t be their last time. And that’s precisely what happened. On cloud nine.

Finance 52

Finance Banking Government Education 52

CSM Magazine

JUNE 12, 2023

Contact center fraud occurs when malicious actors deceive contact center agents or manipulate self-service channels to gain unauthorized access to sensitive information, manipulate accounts or commit other illicit activities.

Contact Center 52

Contact Center Engineering Education Banking 52

Fonolo

SEPTEMBER 11, 2018

More broadly, it’s long been true that a focus on boosting self-service capabilities (with or without AI) is going to yield some reduction in agent need. I also made a claim last week about a “self-serve ceiling” that I realize is harder to nail down. So, this is a “balance of forces” question.

Customer Service 89

Customer Service Banking Contact Center Call Center 89

Talkdesk

JANUARY 25, 2021

How do they communicate availability, schedule appointments, educate on what to expect, combat misinformation and manage logistics? Larger banking institutions, community banks and fintechs have the opportunity to save our economy. At the same time, hospitals and clinics have the opportunity to protect lives.

industry solution 59

industry solution Banking Healthcare Education 59

Expivia

APRIL 1, 2021

Most companies put all their education (Notice we said Education, not Train, you TRAIN animals…you EDUCATE people) in how to run a specific program, skill, or channel. Most companies want to educate as fast as they can so they can have reps producing as quickly as possible even to the detriment to their client or customer.

Customer Service 52

Customer Service Education Self service Call Center 52

Bill Quiseng

FEBRUARY 1, 2016

Banks have replaced tellers with ATM’s, direct deposit and internet banking. Where banks might have been the first to offer self-service options and debit cards, stores now offer ATM’s and their own credit card services, stealing fees and interest revenue from banks. The other is to reduce costs.

Customer Service 119

Customer Service Banking Education Self service 119

Solvvy

SEPTEMBER 10, 2020

While leading consumer fin-techs in payments, lending, and banking are always looking to provide best-in-class customer experience and multi-channel accessibility, however, significant, rapid growth can strain customer support teams, increase handle times, and turn-off newly acquired customers.

Chatbots 62

Chatbots Customer Support Education Self service 62

CSM Magazine

DECEMBER 1, 2022

Healthcare customer care differs from traditional customer service (for industries such as insurance, banking, and utilities) but they share certain fundamental elements: Both are designed to enhance the customer experience by providing support when needed, with the goal of deepening loyalty. Training and certification.

Healthcare 52

Healthcare Customer Care CRM Self service 52

pindrop

JULY 24, 2020

Pindop is here to help reduce fraud incidents, remediation operationalisation costs, and negative customer impact through using education and operationalization. Criminals use interactive voice response, or IVR, the self-service systems that most companies now use to verify accounts and test whether passwords work.

Interactive Voice Response 52

Interactive Voice Response Banking Education Accountability 52

Creative Virtual

JULY 10, 2019

Traditional banks and financial institutions can no longer count on lifelong loyalty from their customers. Gone are the days of people selecting and staying with a bank simply because their family has been banking with that institution for generations. By Liam Ryan, Sales Director. Our thanks to the Informed.AI

Virtual Agent 40

Virtual Agent Banking Chatbots Self service 40

Uniphore

JULY 21, 2021

Search Engine Optimization While improving the agent experience is paramount to customer service success, it’s not the only area to focus on. Gartner estimates that 85% of interaction will start with self service solutions , more than 30% higher than in 2019.

Best practices 52

Best practices Customer Service Management Contact Center 52

Fonolo

SEPTEMBER 11, 2018

More broadly, it’s long been true that a focus on boosting self-service capabilities (with or without AI) is going to yield some reduction in agent need. I also made a claim last week about a “self-serve ceiling” that I realize is harder to nail down. So, this is a “balance of forces” question.

Customer Service 52

Customer Service Banking Contact Center Call Center 52

COPC

AUGUST 21, 2019

recently completed three years of research into the experience of banking customers which revealed that the service journey customers are experiencing could be improved to achieve higher levels of customer satisfaction and loyalty. What is a Service Journey? Service Journeys, we believe, are a win-win for everyone.

Banking 45

Banking Finance Chatbots Surveys 45

Comm100

JANUARY 11, 2023

According to a study on chatbot impact , overall market preference for chatbots as the primary mode of communication for customer service now sits at 45%. Education: 14%. In customer experience research sponsored by Amazon , we can see generational preferences in the customer service space emerge. Self-service option.

Customer Service 81

Customer Service Chatbots Healthcare Wait times 81

Lumoa

AUGUST 8, 2023

Demographic questions: These questions gather information about the respondent’s age, gender, income, education level, and other demographic information that can be used to segment and analyze the data. It may involve improving processes, investing in new tools or training, or making changes to your products or services.

Surveys 83

Surveys Feedback Banking Best practices 83

TechSee

MAY 15, 2018

This perception is in conflict with modern consumers’ aspirations to be able to self-manage their technology. In the TechUK’s 2017 State of the Connected Home report, 49% of consumers reported that they want to self-service their devices, and 39% prefer to install their devices themselves without the assistance of the supplier.

Marketing 111

Marketing Wireless Entertainment Self service 111

HGS

MAY 27, 2015

Simple and routine transactions will be automated as more and more customers move to digital and self-service routes. At the same time, complex services requiring that “all-important human touch” will be delivered via voice by specially trained customer service advisors.

Contact Center 100

Contact Center Multi-channel support Complaint resolution outsourcing 100

Mindtouch

MARCH 27, 2019

Learn why next-gen customer self-service requires next-gen knowledge management. Let’s figure out just what in the heck IoT is first before cracking open the piggy bank. One of the most common objections that customers have is—you guessed it—price (who knew that self-driving cars were so expensive!?). Download The Ebook.

Self service 48

Self service Banking Customer centricity Engineering 48

CSM Magazine

AUGUST 15, 2019

Sparkcentral today announced that KCB Bank Kenya customers will now be able to interact with the Bank via the popular messaging service WhatsApp. The Bank has deployed the Digital Customer Service platform designed by Sparkcentral. Learn more at www.sparkcentral.com.

Banking 8

Banking Customer Experience Customer Service Enterprise 8

Callminer

AUGUST 1, 2017

Higher Ed Growth (HEG) is a full-service marketing agency specializing in post-secondary education. HEG uses proprietary technology, like EduMaximizer, to deliver targeted enrollment leads to for-profit and nonprofit education clients. Provide self-service options to your callers, but don’t force these options upon them.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Certified Languages International

FEBRUARY 22, 2021

But depending on your business, customers want more options, like email, chat, and self-service. If you’re looking for telephone or video interpreting, either to handle the bulk of your interpretations, just a few a month, or overflow, you can contract with a language services company. That’s huge buying power.

Contact Center 52

Contact Center Government Healthcare Banking 52

ProProfs Blog

DECEMBER 6, 2021

You can call or chat with the customer service and use its self-service knowledge base. The solution is used by businesses, healthcare, education, public services, non-profits, and eCommerce companies. Template bank. Easily track responses and results on each of your forms. Essentials plan $0.05/response/month.

Surveys 78

Surveys Enterprise Feedback CRM 78

Enghouse Interactive

JULY 10, 2018

In the hustling world we live in, the sense of community is exciting in the world of banking. Provide simple digital self-service touch points. With the rise of rise digital technologies members are looking to self-service first. On top of that, how can credit unions guarantee expansion and member loyalty?

Self service 40

Self service CRM Contact Center Analytics 40

Expivia

APRIL 1, 2021

It can be found in the financial services world when calling about credit card information, or when calling your credit union or bank. AI chatbots are starting to catch up with the self-service model. Some companies may need to outsource to a better-educated staff for more complicated issues. Outsourcing.

Call Center 40

Call Center Interactive Voice Response outsourcing Chatbots 40

Enghouse Interactive

MAY 21, 2019

Enghouse Interactive Educates – #2 in a series. Using the right approach will enable your organization to deliver better service, protect callers and agents and ensure customer contacts result in positive outcomes. For calls, this is a well-structured IVR; for chats, this is a user-friendly BOT.

Quality management 40

Quality management Management Scripts Call flow 40

Enghouse Interactive

APRIL 28, 2019

Operational areas that would benefit from automation: scheduling of Agents, secondary agent coverage for back-up, improved self-service ongoing coaching and support, interaction recording and agent evaluation (scoring), and customer satisfaction surveys. For calls, this is a well-structured IVR; for chats, this is a user-friendly BOT.

Quality management 40

Quality management Management Scripts Call flow 40

Fonolo

SEPTEMBER 15, 2020

33% of the youngest generation have already entered the workforce, and around two-thirds already have bank accounts of some type. And nearly half of them use the big banks. In other words, these banks make things that ‘just work.’ 33% of the workforce has already entered the workforce - are you ready for them?

Banking 125

Banking Finance Interactive Voice Response Morale 125

Fonolo

SEPTEMBER 4, 2018

An agent could be a bank teller, a nurse, or a computer technician. Self-Service Substitution. Self-service is getting better, less error-prone and more popular. Every business has a long-tail of interactions that are too rare, or too volatile, to be worth adapting into self-serve. But many will not.

Call Center 209

Call Center Self service Contact Center Chatbots 209

RapportBoost

DECEMBER 10, 2018

She is an internationally experienced writer and trainer and an MA student at University College, London, and the world’s number one center for education and social science. Customer channel preferences are increasingly important, with more knowledge, organizations can deliver better self-service. Why does this matter to us?

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

Vistio

APRIL 2, 2022

So you’ve got financial services, healthcare, utilities, education, professional services, retail, travel. Yeah, I think the first thing is just starting with the agent self-service experience. And the thing that makes my meetings so interesting is that people come from all different industries.

Contact Center 52

Contact Center Real estate Customer Service Self service 52

Fonolo

OCTOBER 26, 2023

For example, for “simple” inquiries (like “What’s my bank balance?”), self-service channels are preferred. Your customers crave a personalized experience Though we live in a seemingly anonymous culture — where “self-service” is so prevalent — customers increasingly want a personalized experience when it matters most.

Advertising 81

Advertising Feedback Call Center Wait times 81

Fonolo

SEPTEMBER 8, 2020

We have put together an abridged version of our exclusive new industry report: Connecting with Gen Z: How Credit Unions Can Win the Battle for Gen Z’s Banking. Education and marketing are relatively easy to fix. Their interactive self-service section allows you to navigate through the various help articles related to your issue.

Interactive Voice Response 108

Interactive Voice Response Banking Self service Technology 108

Integrity Solutions

SEPTEMBER 28, 2023

Investing in customer service can decrease your churn rate, which decreases the amount you have to spend on acquiring new customers and decreases the overall Customer Acquisition Cost (CAC). In the banking sector this is especially apparent. That’s it. They want to make a deposit. You’re done.

Customer Service 110

Customer Service Coaching Contact Center Banking 110