4 Things Your Support Team Should Do In Chat

Myra Golden Media

I’ve designed start-up chat support for banks, libraries, consulting companies, medical practices, and contact centers. First, I want to deliver a fast and complete support experience. Meaning, I want to answer the customer’s questions and solve any issues.

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. Commit to a mindset shift.

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How to Capture Untapped Opportunities to Multiply Bank Profitability

Integrity Solutions

Successful banks recognize that “the customer” isn’t just an external entity. Under-met client needs are one of the greatest fears and frustrations every senior bank and credit union leader has, especially now, with other banks’ products and services only a click or two away from the customer.

How Most People Get It Wrong When Giving Customers Bad News

Myra Golden Media

The bank didn’t transfer the money for the purchase of our new home. I called our mortgage broker, who had handled every detail up to this point. We can’t talk to anybody until after the first of the year.”. Devastated doesn’t even begin to describe how I felt right then.

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

scrambling to add it back in! companies to transform—not just improve—customer service and. We also encourage you to view our CEO’s keynote speech at our. recent Digital+AI conference to get a fundamental understanding. speech-to-speech. comes to light.

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 banks’ customers are engaged, buy more, stay longer, and recommend the bank to their friends.

How To Lie Effectively!

Beyond Philosophy

Lying is a rotten thing to do. The researchers, including Dan Ariely , author and Professor of Psychology and Behavioral Economics at Duke University, wondered if your brain adapted to being deceitful. Lying Creates a Gateway to More Lying. The post How To Lie Effectively!

How to Choose the Best Survey Touchpoint for a Banking CX Program

Centriam Customer Experience Lab

We’ve found that surveying customers about their interactions across major touchpoint is an easy place to start. We recently published a three step guide to starting a CX program based on this method. Download our Community Banking CX Blueprint here to get a jumpstart on your CX planning. Once you decide to build your CX program in this way, you need to settle on a touchpoint to investigate.

Unbelievable Violation By World Renowned Bank – Record Fines!

Beyond Philosophy

A: Wells Fargo Bank, the latest bank to suffer the scrutiny of the truth and forced to answer for taking advantage of its customers’ trust. The bank’s shareholders will shoulder this fine, the largest ever imposed on a bank.

How to Make Your Customer Experience Convenient

Beyond Philosophy

It is crucial you ensure you are making it as easy as possible for your customers to do business with you. Today, we are going to discuss some areas you can look at to do just that. I hated creating a bloody list and taking it up to the store because it wasn’t convenient.

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

Ameyo

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.

Restoring trust across banking channels

TRUSTID

According to the recent article, “How to Protect Yourself from Identity Theft,” to mitigate the risk of identity fraud, consumers need to protect their personal data on two fronts: 1) hide it from cyber criminals and 2) protect it as if it’s already in the wrong hands.

Restoring trust across banking channels

TRUSTID

According to the recent article, “How to Protect Yourself from Identity Theft,” to mitigate the risk of identity fraud, consumers need to protect their personal data on two fronts: 1) hide it from cyber criminals and 2) protect it as if it’s already in the wrong hands.

Guest Blog: How to Manage Customer Emotions

ShepHyken

Stewart and Patricia O’Connell, write about how to manage customer emotions and ensure that employees know how to be empathetic. Customers are smarter than ever and we must know how to create a positive experience. Do you want to alter the intensity?

How to Evolve Banking Customer Experiences for Survival

PeopleMetrics

This was the terrifyingly binary challenge Joe Sullivan , CEO of Market Insights delivered to a group of banking execs last Friday at the N.J. Joe shared some statistics that would make less-intrepid bank executives contemplate a career change. "Evolve or Die".

How Mobile Banking is Redefining The Customer Relationship

Infinity

It’s easy to overlook how much technology has changed our day-to-day lives. Until you take a step back and think about the norms of even a few years ago, you don’t appreciate how far things have evolved. Banking & The Customer Relationship.

How to Make Your Customer Experience Convenient

Beyond Philosophy

It is crucial you ensure you are making it as easy as possible for your customers to do business with you. Today, we are going to discuss some areas you can look at to do just that. I hated creating a bloody list and taking it up to the store because it wasn’t convenient.

How to Scale Your Customer Support Team (Without Breaking the Bank) Using Cloud Contact Centre Technology

Connect Managed

Read on to find out more. Unlike the traditional Contact Centre — where scaling up your customer support team can be costly — Cloud Contact Centres offer a cost-effective commercial model whereby companies can be billed on actual usage. Cloud Contact Centre

How to Make Your Contact Center Digital Transformation a Success

Contact Center Pipeline

I recently had a conversation with Richard Antosik, Vice President, Digital Operations (Client Services) at Laurentian Bank regarding their contact center’s recent digital transformation.

How To Build A Customer Loyalty Program

ProProfs Blog

Because: Keeping an existing customer costs up to five times less than winning a new one. How to Cultivate Customer Loyalty. The primary purpose of a customer loyalty program is to leverage the current customers into promoting the brand and retaining new customers.

Happy Customers: How To Get Them!

Beyond Philosophy

We all want to be happy. But how do you consistently make your customers happy? Think back to when Apple launched the iPhone and iPad. Apple employees came out to chat with us. I discuss this in depth in my new book, The Intuitive Customer , to be released this summer.

What is Proactive Customer Service and How to Implement It?

ProProfs Blog

With the ever-changing scenario of business globalization, companies are thriving hard to retain their brand’s loyalty by creating cutting-edge product sales strategies. Increasing customer retention rates by 5% boost profits by 25% to 95%.

How To Amaze Banking Customers: A Simple Story

PeopleMetrics

So, last week I woke up to $867.35 missing from my bank account. If you haven’t heard about Simple, it is an online bank in the style of Moven, and you can read more about them on Jim Marrous’s blog here. But back to me. What was going to happen?

“Sorry Seems To Be The Hardest Word” – How To Apologize

Beyond Philosophy

Businesses need to be mindful of mistakes they make that impact their employees and customers. A Company needs to have clear guidelines for handling a mishap and how to deliver an apology message. Not only was Wells Fargo criticized, but they had to pay fines.

Digital Transformation in Retail Banks: Potential Impact on Brand Equity, Customers, and Employees

Beyond Philosophy

It is having most impact, and will likely continue to do so, in traditional industries such as retail banking. Digital innovation in banking can be seen in the transformative way people transact and organize their finances. And, they prefer to co-create the services desired.

3 Statistics that Prove Banks Have a Problem

Clarabridge

Banks encounter many of the same problems as other enterprises— customer retention and loyalty, revenue growth, etc. These problems all point to the same solution – the need to understand exactly what customers are thinking and feeling about your brand.

How to Identify and Deal with Difficult Customers in the Banking Sector

CSM Magazine

When employed in the banking industry you deal with a large variety of customers from all walks of life on a daily basis. The average UK resident is believed to visit a bank an average of 7 times a year according to industry analysts CACI.

How to Discover and Use Customer Preferences

Toister Performance Solutions

A long-term consulting project brought me to Portland, Oregon every week for several months. It was tough being away from home so often, but the hotel staff went out of their way to make me feel welcome. You can use customer preferences to eliminate friction and make service easier.

3 Statistics that Prove Banks Have a Problem

Clarabridge

Banks encounter many of the same problems as other enterprises— customer retention and loyalty, revenue growth, etc. These problems all point to the same solution – the need to understand exactly what customers are thinking and feeling about your brand.

Guest Blog: How to Personalize Your Chatbots for Customer Journey Tracking & Provide a Better Experience

ShepHyken

This week we feature an article by Catalin Corzini who shares information about how chatbots can provide a better experience and how to customize the customer journey when using chatbots. – Shep Hyken. How You Can Utilize Chatbots to Guide Your Customers.

How to Systematically Decrease Customer Churn

GetFeedback

The proof is in the numbers: a 5% increase in customer retention can lead to a 25-95% increase in profits , according to a Harvard Business School study. Decreasing customer churn leads to more than repeat customers and referrals. So how do you decrease churn for good?

Call Center Software: How to Choose the Best Software (Tips & Best Practices)

Callminer

That’s not to mention the number of software tools that integrate with the various call center software solutions. Automatic Call Distributor (ACD): ACDs handle how calls are routed to find the right rep or automated system. The easier it is to implement, the better.

How to Prepare Your Bank for Ongoing Customer Feedback and Action

PeopleMetrics

Let's avoid such painful struggles by going over nine steps to maximize your chances of success. Early on, our most successful banking clients took time to plan their programs with representatives from branch operations, contact centers, and digital channels.

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

Avaya

Some banks add digital channels. Taiwan’s O-Bank was born all digital. In the two years since it launched, it has won over 260,000 customers—close to 30% of the digital bank accounts opened in Taiwan in this period and Avaya is at the heart of its success.

5 Insights from Our 2016 Study on Customer Experience for Banks

PeopleMetrics

We work with a number of banks and credit unions, all of which are committed to using customer feedback to deliver a great customer experience. The day-to-day grind of customer service work can be tough, but bank employees are delivering to customers.

How to solve customer billing and payment problems with visual engagement

TechSee

Billing and payment issues represent a top driver of inquiries to customer service centers. Some issues repeat themselves over and over and are simpler to resolve, such as customer profile changes or subscription cancellations.

5 Business Success Factors (So You’re Ready for Anything!)

C3Centricity

Despite all the sophisticated technologies at our disposition, we just never seem to be prepared. According to the Weather Channel its snowfall broke records in Worcester, MA, although in most other places it fell far below that of other storms from 2013 all the way back to 1978.

How to Prepare Your Call Center For Spikes in Call Volume: The Financial Industry

Fonolo

Like most companies competing in the modern marketplace, the financial industry is subject to spikes in call volume due to seasonality. Fear not: By planning now to prepare your call center for increased call volume or “random” call spikes, you can easily avoid any major fallout.

How to connect with the unconnected patient

Nuance

From pre-ordering a coffee to checking on our bank account, we want easy, online access to the fundamental aspects of modern life. And those expectations extend to our medical information too. Visit Nuance's What's next blog to see the full content.

How to Optimize Customer Communications Across Customer Journeys

Topdown

Whether you are an insurance firm, a bank, or any other type of business that interacts with people, the customer’s journey plays an extremely important role for attracting and retaining customer base.