How LinkLive Has Disrupted Banking

Revation Systems

From an influx of new players such as Apple and Google, to changing customer mindsets and expectations, the competitive stakes for regional banks in the U.S. In this environment, integration is key to providing value for regional banks — an analysis from which LinkLive was originally launched.

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?

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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.

Guest Blog: One of the biggest contact centre challenges and how to fix it


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.

Revation Discusses Cloud-based Customer Engagement at the 2018 ABA Annual Convention

Revation Systems

Are you looking for a customer engagement solution to help your bank meet growing customer expectations? News ABA Annual Convention American Bankers Association banking credit unions Customer Engagement Customer Experience digital banking

Incredible Marketing Campaigns to Boost Customer Service


Customer service and call center agents are certainly feeling the effects of this power: They are working harder than ever to successfully meet customer demands to earn rave reviews rather than damaging social media rants from customers. How to Set a Winning Service Level.

GLOBO to Demo Chat Tool that Delivers Near Real-Time Human Translation at CCW Conference & Expo

The GLOBO Blog

GLOBO, a language technology and services company specializing in multilingual communication, is making near real-time, human translation possible. The chat translation tool is the latest innovation built into GLOBO HQ™, GLOBO’s omnichannel language services platform.

Can Customer Service Be Improved By Closing Your Doors?

Up Your Service

Sometimes being closed is the best service of all. This includes retailers, banks, brokerages, call centers and service centers. But is this really increasing service to customers? Service is “taking action to create value for someone else.”

PINDROP PULSE FLASH REPORT: Five Insights of COVID-19 in the Contact Center


The global pandemic hit this critical function, and many were left scrambling to keep their operations running, customer service levels up, and their customer data safe. By the later stages we are seeing enterprise contact center call volumes jump over 1,000% from normal levels.

A Successful Customer Experience Strategy Means Keeping it Consistent


The receptionist at the Lord Rochester upgraded his room, comped him for food and spa services, and generally treated him like royalty. In fact, 95% of customers use three or more channels to connect with a company in a single service interaction. Sam travels often for business.

How R&I Federal Credit Union Beat Call-Spikes During COVID


Insanely long wait times became the norm for many companies, particularly financial services like banks and credit unions. These can spin out into longer-term improvements in a lot of your key metrics, like FCR, CSat, ESat, and Service Level.

How R&I Federal Credit Union Beat Call-Spikes During COVID


Insanely long wait times became the norm for many companies, particularly financial services like banks and credit unions. These can spin out into longer-term improvements in a lot of your key metrics, like FCR, CSat, ESat, and Service Level.

How Can The Customers Improve Customer Experience?

Customer Guru

For some of my clients, especially in banking, insurance, telecom etc., Customers should understand that by providing honest feedback, they are only helping the service provider to improve its service level which in turn will positively impact the customers’ experience.

9 Best Call Center KPIs For Guaranteed Campaign Success

Dialer 360

This KPI is suitable for both high-level objectives and specific objectives. High-level objectives include long-term goals like analysis of individual calls monthly. You can set it as high-level object tracking monthly. Service Level and Response Time.

Can Customer Service Be Improved By Closing Your Doors?

Up Your Service

Sometimes being closed is the best service of all. This includes retailers, banks, brokerages, call centers and service centers. But is this really increasing service to customers? Service is “taking action to create value for someone else.”

Call Center Metrics: Examples, Tips & Best Practices


As the need for constant, 24/7 customer service centers increases so too does the importance of improving their performance. The majority of inbound call center metrics originate here and can’t be calculated until you count your inbound customer service calls.

Managing Customer Experience


” While some companies use the term synonymously with customer service, others define the customer experience based on a singular encounter with a customer or a general summary of how customers feel about their company and brand overall. Employees, no matter what their department or role, must be able to look at the big picture and understand that the customer experience is the culmination of every interaction – not just interactions with customer service employees.

How Contact Centers Can Respond During a Global Crisis


Customer service inquiries are already more than tripling at some firms. The poorest-prepared — and so hardest hit — was been Expedia, followed closely by almost every other airline, Amex, Chase Bank, and Virgin Media. We are living in a strange time.

Five factors to simplify customer experience


Consider that: Customers are well informed about the market and finding alternatives is easier than ever; whether it’s changing banks or telcos, all it takes is a few clicks for the customer to ditch your brand for the promise of another.

Innovative Call Centers with Conversation IVR Powered by Artificial Intelligence

Cisco - Contact Center

73% want the ability to solve product/service issues on their own. 83% use self-service options when available. A traditional IVR is not able to help to achieve these high quality service levels as it has several limitations resulting in poor Customer Experience ( Reference ).

How to Calculate NPS More Effectively Using Journey Analytics


VoC platforms know how to calculate NPS but report it without the context of where each customer was in their unique journey with your product or service. Use Case: How to Calculate NPS by Different Customer Service Channels. Banking Customer Experience Index 2018 Report.

Why is ZOOM an NPS® Promoter?

Zoom International

In the day to day operations of many contact centers, we focus on traditional operational metrics, such as service level, talk time and adherence. NPS® delivers a singular focus that inspires employees at every level to move the needle on your most important targets.

Unleashing Agent Retention in Contact Centers: Top Experts Reveal Secrets

Call Center Coach

You can never give agents schedules that they like and still meet service level!” About Bill White : Bill has worked in Customer Care for over 20 years in leadership positions with Asurion Insurance Services, AT&T, ClientLogic, Omnipoint Communications and Unicel Wireless.

5 Ways to Manage Incoming Emails


Discretion: calling a bank or insurance company contact centre while being at work would probably not be appreciated by our colleagues (and even less so by our boss!). Thanks to this experience, we have learned the important points to keep in mind in any customer service environment.

25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency


If customers are being sent to the wrong department, then they tied up customer service personnel from helping the right people. After receiving her Bachelor’s Degree in English from UMass Boston she started as an entry level representative at MaidPro. Customer service diminishes.

Driving ROI with Intelligent Virtual Assistants


And that’s no surprise considering the major shift in focus towards customer service. Not only does it become the face of every interaction with your customers, but it can break the bank if you’re not careful.

Forgotten Facts & Fantasies of Customer Delight


Whether it’s an additional free offer, or a paid product or service, your customers are connected, so make use of their engagement to provide even greater value. Satisfaction is meeting the minimum standard of service. Do your customers feel the same about your product or service?

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


Service is a big part. “As As you will certainly know, customer service is critical – but you need to ensure that your call center software has the best customer service ever. Use the software to improve service. How does AI help customer service agents?

What the latest Apple launch tells us about customer service


Date: Friday, September 11, 2015 What the latest Apple launch tells us about customer service. As well as electronics manufacturers, nine other sectors were surveyed in the overall study, including banking , telecommunications and retail.

5 Ways AI and Machine Learning Are Automating Customer Service in 2019

CSM Magazine

And customers love to use them because they don’t have to change apps; they get customer service right in the apps they use the most. Trillion USD to customers switching due to poor customer service. How Artificial Intelligence is contributing to Customer Service.

Evolution of the support rep: from outsourced to in-office


Specifically, ever since the introduction of fibre optic cabling, a new kind of support system evolved: the outsourced helpdesk (most notably in the healthcare, financial and banking sectors). Customer service was one of these areas.

Essential Technologies in Call Center Workforce Management

Tenfold - Contact Center Blog

Artificial Intelligence technology provides expert knowledge that generates forecasts with high levels of accuracy and provides provable optimal schedules. Improved agent efficiency and productivity turn call centers from a cost into a profit.

Social Media is the Fastest Channel for Customer Service According to New Research

CSM Magazine

Despite its importance to consumers, email is falling behind social media when it comes to customer service, with UK brands answering just 38% of emailed questions, according to a new study. Social media cemented its position as the fastest channel for customer service.

Customer Centricity has to be an Intrinsic Principle: an Exclusive Interview with Mr. Rohit M A, Co-Founder and Managing Director, Cloudnine

Customer Guru

Mr. Rohit is the Co-Founder and Managing Director of Cloudnine Group of Hospitals – India’s leading chain of maternity, women, and childcare service hospitals. He has also been listed amongst the top 100 customer service professionals through PaulWriter Cx100.

10 Things Customers Want and Expect from Customer Service


What do customers expect from your customer service department? Customer frustration stems from a discontinuity between the expectation of a customer service interaction, and what’s actually delivered. For example, for “simple” inquiries (like “what’s my bank balance?”)

Why CEOs need to focus on customer experience


Continually test your systems to see if the service is acceptable – for example, over half of consumers say they’ll abandon a transaction if they can’t quickly find what they are looking for. Date: Wednesday, August 24, 2016 Why CEOs need to focus on customer experience.

How to Create a Single Customer View to Deliver Better Customer Experience


We’ve all had customer service interactions where we had to repeat the same information at every interaction, sometime multiples times within the same interaction ! Silos often arise as companies add new customer service channels. Boost Customer Service and Support.


Enghouse Interactive

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.

Chat in the Contact Center – an Expert Panel Weighs in – Part 2/3

Taylor Reach Group

For instance, a loyal bank customer with a checking account and mortgage, looking on the financial institution’s website for home equity loans, could easily be served a chat button with a customized offer based specifically on the customer information already in the database. For example, if you’re looking at customer service issues and want to move people from voice to chat. At the end of the day, though customers are seeking service.