call center professionals, Contact Center, Knowledge Base and Surveys

Contact Center Trends 2021: The CX Watershed

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021.

Contact Center

Contact Center Gamification Call Center Average Handle Time

New survey highlights current state of caller authentication

TRUSTID

MARCH 29, 2019

As business leaders learn more about fighting fraud by better understanding shifts in fraud tools and tactics, our newly released 2019 State of Call Center Authentication survey helps answer these and other important questions around today’s call center threat landscape. Want to learn more?

Surveys

Surveys Call Center call center professionals Interactive Voice Response

10 Effective Strategies to Reduce Call Center Demand

Fonolo

NOVEMBER 8, 2022

High call volumes are three words that can strike fear into the heart of any call center professional. Without the right preparation, even the most established operations can find themselves struggling with call demand, and trying to stay afloat when faced with an onslaught of customer queries. DID YOU KNOW?

Call Center

Call Center Interactive Voice Response Self service Abandon Call

Working together to improve customer relationships

TRUSTID

APRIL 21, 2019

While these teams are dedicated to driving sales and retaining customers, the contact center also plays an important day-to-day role that can make or break your profitable bank-customer relationships. According to the recent article, “Is Your Contact Center Ruining Your CX?” This is why your call center is so important.

call center professionals

call center professionals Banking Call Center Contact Center

Working together to improve customer relationships

TRUSTID

MAY 9, 2019

While these teams are dedicated to driving sales and retaining customers, the contact center also plays an important day-to-day role that can make or break your profitable bank-customer relationships. According to the recent article, “Is Your Contact Center Ruining Your CX?” This is why your call center is so important.

call center professionals

call center professionals Banking Call Center Contact Center

Working together to improve customer relationships

TRUSTID

APRIL 16, 2019

While these teams are dedicated to driving sales and retaining customers, the contact center also plays an important day-to-day role that can make or break your profitable bank-customer relationships. According to the recent article, “Is Your Contact Center Ruining Your CX?” This is why your call center is so important.

call center professionals

call center professionals Banking Call Center Contact Center

Key customer authentication learnings from 2018

TRUSTID

DECEMBER 16, 2018

As long as contact centers continue to rely on knowledge-based authentication (KBA) — and research shows many still do — consumers’ private information is at risk. Contact center agents don’t trust KBA. Contact center agents don’t trust KBA.

Engineering

Engineering call center professionals Call Center Accountability

The threat of open information sharing

TRUSTID

JUNE 14, 2018

The problem is all of this personal data falls within knowledge-based authentication (KBA) security questions. . With information sharing rampant across multiple social media channels, conventional methods for identifying customers put contact centers at greater risk of fraud and other social engineering scams.

Banking

Banking Engineering call center professionals Call Center

Advantages of early caller validation

TRUSTID

APRIL 24, 2019

So when it comes to identifying customers over the telephone channel, validating callers early in the authentication process works to the advantage of contact centers. By verifying callers before a phone agent picks up, contact centers can remove the risk of account takeovers and other fraudulent activity.

call center professionals

call center professionals Contact Center Engineering Education

Widespread privacy scandals call for stronger data protection

TRUSTID

MAY 18, 2018

For contact center leaders who lack confidence in conventional knowledge-based authentication (KBA) to accurately validate callers, these concerns have them considering alternative caller authentication solutions for identifying customers over the telephone channel. And rightly so. .

Banking

Banking call center professionals Call Center Contact Center

Top Metrics that Measure Inbound Call Center Performance

Tenfold - Contact Center Blog

JULY 9, 2018

The job isn’t only about picking up the phone 24/7, it entails establishing customer relationships based on value and satisfaction. How does a contact center know it’s consistently delivering high quality service? From a recent poll , over 60% of contact centers track First Contact Resolution as a KPI.

Metrics

Metrics Call Center Schedule adherence Abandon Call

Call centers prefer removing agents from authentication process

TRUSTID

JUNE 30, 2018

Today, agent-based authentication makes up roughly 20 percent of the cost and duration of an inbound call. That’s because contact centers rely on knowledge-based authentication (KBA) that requires telephone operators to ask a series of personal questions to verify each callers’ identity. 50 cents per call.

Call Center

Call Center Banking Contact Center Interactive Voice Response

Why First Call Resolution is the Most Important Call Center Metric

Pointillist

NOVEMBER 11, 2019

It is the only performance metric that “has an effect on almost every other meaningful statistic and measurement in the call center.” ” Today’s call centers must balance many priorities while maintaining an intense focus on customers. As McKinsey & Company explains : The contact center.

First call resolution

First call resolution Call Center Metrics Benchmark

Customer Contact Central

Contact Center Trends 2021: The CX Watershed

New survey highlights current state of caller authentication

Trending Sources

10 Effective Strategies to Reduce Call Center Demand

Working together to improve customer relationships

Working together to improve customer relationships

Working together to improve customer relationships

Key customer authentication learnings from 2018

The threat of open information sharing

Advantages of early caller validation

Widespread privacy scandals call for stronger data protection

Top Metrics that Measure Inbound Call Center Performance

Call centers prefer removing agents from authentication process

Why First Call Resolution is the Most Important Call Center Metric

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