teleopti

DECEMBER 7, 2018

We see it time and time again, Contact Centre Managers are constantly fighting the battle between meeting their service level agreements by having the right number of staff at the right time with the right skills, whilst also striving to retain their staff. For example; An advisor leaves Banking to move to Loans? New technology?

Gamification 48

Gamification Service level Banking Sales 48

Noble Systems

MARCH 19, 2021

This includes dashboards that show real-time agent, queue, and service status and the ability to drill-down to a specific agent, line, or queue, or even to the call level. they can make sure agents are on task, service levels are being met, and performance is on target to achieve KPI goals. Call Recording and Monitoring.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

Balto

SEPTEMBER 12, 2023

Some banks and financial institutions have taken AI implementation one step further by providing customers with tutorials and tips and tricks that can help them make the most out of their services. Customer centricity involves understanding the customer’s problems, feelings, and service level expectations.

Customer Experience 52

Customer Experience Customer centricity Coaching Analytics 52

Vistio

APRIL 2, 2022

And while customers were forgiving during the emergency in terms of service levels, now they’re not so much so. And let’s take something like a service level. I’ve seen many companies just come up short in that service level commitment. I have a colleague from PNC Bank, Bill Emerson.

Contact Center 52

Contact Center Real estate Customer Service Self service 52