Fonolo

JULY 21, 2020

Last week, our CEO, Shai Berger met with CUBroadcast and the Railroad & Industrial Federal Credit Union to talk about how they handled their COVID call volume surge. Insanely long wait times became the norm for many companies, particularly financial services like banks and credit unions. A Case of Good Timing.

Wait times 75

Wait times Interactive Voice Response Banking Feedback 75

Revation Systems

SEPTEMBER 27, 2018

Searching for a call center solution that can securely provide your credit union members with the financial services they need from anywhere, at any time and on any device? Look no further! The future of customer satisfaction and engagement for your members exists in three core concepts: care, communications and collaboration.

call center solutions 54

call center solutions Call Center Technology 54

Enghouse Interactive

JUNE 29, 2018

Having a perspective on the future is only valuable if credit unions know what technology they need to adapt to. Below are the top technologies that credit unions should consider when adapting to new technology. Below are the top technologies that credit unions should consider when adapting to new technology.

Technology 61

Technology Banking Abandon rate contact center solutions 61

Fonolo

JULY 17, 2018

In our business, we are privileged enough to watch as our clients go above and beyond in providing a great customer service by putting an end to long hold times via our call-back solutions. Of the many success stories we observe every day, we’re particularly excited to share this one, featuring First Service Credit Union (FSCU).

Abandon rate 69

Abandon rate Customer Experience Contact Center Call Center 69

bold360 Blog

SEPTEMBER 23, 2020

As a credit union, you’ve always been there for your members, but a public health crisis coupled with economic uncertainty means members are counting on you for financial information and help. Perhaps your credit union has been fielding member calls about applying for Paycheck Protection Program (PPP) loan forgiveness.

Self service 52

Self service Technical Support Banking Call Center 52

Comm100

FEBRUARY 9, 2021

But what many people don’t know is just how many ways it can be used for different goals, in different industries. As a browser-based solution, students could launch the video with a click of a button – no downloads, plug-ins, or special apps required. Derek Gaucher, Coordinator of IT Solutions at Dawson College.

Abandon rate 57

Abandon rate Sales Benchmark Banking 57

Revation Systems

DECEMBER 3, 2018

The current landscape of the banking industry has shifted enormously in the last five years. Digital banking solutions have helped banks and credit unions across the nation meet the increasing communication and service needs of their customers at any time and from any location. .

Banking 48

Banking Chatbots Accountability Technology 48

Fonolo

JUNE 13, 2018

You’ll also hear from guest speaker Ricardo Mejia, Vice President Centralized Services, First Service Credit Union, who will discuss how his call center reduced abandon rates, improved the calling experience for customers and agents, and seized the opportunity to better manage spikes in call volume.

Abandon rate 64

Abandon rate Call Center Wait times Education 64

Fonolo

JUNE 21, 2018

It really comes down to the type of business your contact center is supporting; but, regardless of the variety of industries, the solution to the problem remains consistent – and it has nothing to do with workforce management (WFM). Shai is the Co-Founder and CEO of Fonolo, a leading provider of cloud-based call-back solutions.

Contact Center 52

Contact Center Abandon rate Management Call Center 52

Calltools

APRIL 5, 2023

A financial service call center is a call center in the financial industry that handles calls for large institutions or smaller entities. Using a predictive dialer solution, financial call center agents can utilize technology to place calls at specific times and get a hold of a large group of individuals quickly.

Call Center 98

Call Center call center software Banking Management 98

CSM Magazine

DECEMBER 18, 2020

Following the credit crisis of 2008, many senior managers and staff avoided confronting their clients or taking responsibility for huge losses, sometimes hiding behind the size of their organisations. This is narrowed down into limited scope firms, core firms and enhanced firms.

Finance 52

Finance Banking Accountability Management 52

CSM Magazine

OCTOBER 12, 2023

Furthermore, integration with payment gateways allows organizers to handle payments securely while safeguarding credit card details and other sensitive financial data. Communication with Attendees Venue manager software also facilitates communication with attendees.

Management 52

Management Best practices Education Personalization 52

Expivia

FEBRUARY 26, 2024

Preparing Your Contact Center for the Future: A Strategic Technology Roadmap Introduction In the rapidly evolving contact center industry, staying ahead means not just selecting the right technologies but also preparing your organization for their integration and use.

Contact Center 52

Contact Center Technology Chatbots Call Logging 52

Revation Systems

MARCH 26, 2019

Artificial intelligence (AI) is sure to be the next big player in furthering the banking industry’s digital evolution — reshaping the way in which banks and credit unions communicate with customers to provide a next-generation customer experience. For banking, the incentive to innovate in AI is built-in.

Banking 48

Banking Chatbots Customer Support Accountability 48

Balto

AUGUST 29, 2023

Some industry-specific data protection regulations, such as HIPAA (Health Insurance Portability and Accountability Act), also emerged to maintain privacy and security for protected health information. This is especially important for critical data like credit card numbers and other sensitive information.

Call Center 52

Call Center Interactive Voice Response Telemarketing Contact Center 52

Toister Performance Solutions

JANUARY 4, 2018

A few years ago, I was having a conversation with the CEO of a small local credit union. The credit union had hired me to conduct a customer service assessment and I had asked him about his vision for serving credit union members in the future. Members enjoyed the credit union's highly-rated service.

Banking 48

Banking Customer centricity Contact Center Accountability 48

Fonolo

SEPTEMBER 2, 2015

We LOVE working with credit unions. This industry truly grasps what customer experience is all about, and we’re always happy to help them provide a great service to their communities. That’s why we’re excited to share with you our most recent success story, featuring Stanford Federal Credit Union.

Service level 64

Service level Abandon rate Morale Call Center 64

TRUSTID

APRIL 7, 2019

In the article, John Buzzard, industry fraud specialist for CO-OP Financial Services, said call center fraud comes in many forms, including social engineering, identity theft, account takeover or bad actors. So what can credit unions do to balance caller authentication with the member experience?

Accountability 48

Accountability Personalization Engineering Call Center 48

TRUSTID

APRIL 10, 2019

In the article, John Buzzard, industry fraud specialist for CO-OP Financial Services, said call center fraud comes in many forms, including social engineering, identity theft, account takeover or bad actors. So what can credit unions do to balance caller authentication with the member experience?

Accountability 48

Accountability Personalization Call Center Engineering 48

OrecX

SEPTEMBER 10, 2018

Two years ago, the European Parliament and the Council of the European Union approved the most sweeping changes to EU and UK data protection laws in over two decades—the General Data Protection Regulation (GDPR). and all around the world rely on the call recording industry for quality assurance , training, security, and compliance.

Contact Center 70

Contact Center Government Healthcare Banking 70

CSM Magazine

OCTOBER 28, 2020

Idaho Central Credit Union. Despite an already-impressive contact centre Net Promoter Score (NPS) of 65%-75%, Idaho Central Credit Union (ICCU) knew it could provide even better service to its members. The Trailblazer – Credit Union of Colorado. Analytics Competition Winners.

Analytics 40

Analytics Abandon rate Education Employee engagement 40

Comm100

MAY 20, 2022

The burden now firmly sits with organizations of all sizes and industries to match these expectations – or lose out on business. By the end, you’ll understand why live chat is the best CX solution for both customers and businesses alike, and how you can easily set it up within your organization. Table of contents. Mobile capability.

Wait times 72

Wait times Benchmark Sales Personalization 72

Hodusoft

APRIL 17, 2024

Best Practices for Using Auto Attendant Industries That Can Benefit from Auto Attendants Past and Present: A Brief History of Auto Attendant Before the invention of auto attendant, callers had no choice other than to wait for their calls to be picked up by a customer support representative. Some of them are: 1.

Real estate 52

Real estate Scripts Interactive Voice Response First call resolution 52

Fonolo

FEBRUARY 26, 2019

As the CEO of Redstone Federal Credit Union argues, “We focus on culture because it produces organizational results and guides the way we think.”. Shai is the Co-Founder and CEO of Fonolo, a leading provider of cloud-based call-back solutions. Develop a “Language of Strength”. Shai Berger , Co-Founder and CEO, Fonolo.

Customer Service 77

Customer Service Contact Center Call Center Service level 77

Noble Systems

JANUARY 7, 2019

Contact centers have a critical role in facilitating sales between enterprises and customers by securely processing credit card payments on the telephone. However, the processing of credit card payments in the contact center presents a number of fraud issues to be addressed. Solutions for Mitigating Risk.

Contact Center 48

Contact Center Enterprise Sales Accountability 48

Enghouse Interactive

JULY 10, 2018

In a world that battles competition daily, the “members first” approach guiding credit unions comes as a breath of fresh air. Focusing on profit margins isn’t what drives this industry but an all-inclusive “what’s best for the members” approach. On top of that, how can credit unions guarantee expansion and member loyalty?

Self service 40

Self service CRM Contact Center Analytics 40

Fonolo

MAY 14, 2019

At Fonolo, we see this trend through the increased demand of our own call-back solution. Credit Union Reduces Abandon Rates with Call-Backs. It’s great to see the industry adopting a practice that we, at Fonolo, have been preaching for many years. This Call Center Reduced Abandon Rates by 62%. Conclusion.

Surveys 57

Surveys Abandon rate Call Center Contact Center 57

Talkdesk

JUNE 18, 2020

Contact centers are one of the many industries feeling the impacts of the coronavirus (COVID-19) and right now, it’s anything but business as usual. Using a knowledge management solution that enables learning by doing: Highly interactive training content keeps employees engaged and enables training that’s both faster and smarter.

Management 63

Management Government Call flow Scripts 63

Quiq

MARCH 18, 2019

Even industries like financial services have realized an increase in response rates. Credit Unions, like Southern Chautauqua Federal Credit Union , have seen an increase in collection recovery because they’ve made it easier for members to respond to loan collection notifications with inbound text replies.

Interactive Voice Response 50

Interactive Voice Response Banking Contact Center Wait times 50

Robert Davis

AUGUST 13, 2019

Davis and Associates provide the most effortless and personalized omnichannel technology to companies looking to revolutionize customer communications in their industry. Bright Pattern’s cloud contact center solution is used globally in over 26 countries and 12 languages. About Robert C.

Contact Center 48

Contact Center Consulting Consulting Coaching 48

Comm100

MARCH 30, 2021

The security of your live chat solution is key to this. There are many free live chat solutions on the market, and some people worry that because it comes at no cost, there may be security issues with it – and it’s right to have these questions. – GDPR compliant. – CCPA compliant.

Personalization 52

Personalization Customer Service Marketing Management 52

Comm100

SEPTEMBER 29, 2021

When implementing a technology solution, it’s important to consider the security impacts and risks that come with transitioning to the digital landscape. The Payment Card Industry Data Security Standard (PCI DSS) is an information security standard for organizations that handle payment processing.

Customer Service 77

Customer Service Best practices Chatbots Personalization 77

pindrop

APRIL 30, 2020

As a critical customer interface, contact centers have felt the effects directly, regardless of geography and industry. We exist to help contact centers defend against fraud, improve their CX, and drive operational efficiency through both security and authentication solutions. .

Contact Center 75

Contact Center Banking Government At home agents 75

Fonolo

MAY 22, 2018

We, at Fonolo, see this trend through the increased demand of our call-back solution. For call centers that didn’t have a call-back solution in place, the survey asked what benefits they would expect from adding call-backs. Credit Union Reduces Abandon Rates with Call-Backs. What’s the Benefit of Call-Backs?

Surveys 59

Surveys Abandon rate Call Center Contact Center 59

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. Omnichannel Solutions. Often, there is a human interacting with the bot to upload a solution. Big server rooms that you used to see in premise-based solutions are going away.

Call Center 40

Call Center Interactive Voice Response outsourcing Chatbots 40

CSM Magazine

OCTOBER 6, 2021

From industry lagging to leading, CI Financial upgraded their antiquated technology to Amazon Connect and Calabrio WFM in the cloud. The Champion – Brian Bunderson, Idaho Central Credit Union (ICCU). As a Calabrio Champion, he eagerly connects with countless prospects to discuss Calabrio ONE solutions.

Analytics 52

Analytics Interactive Voice Response Average Handle Time Employee engagement 52

Quiq

JANUARY 21, 2021

Chatbots are on the company front lines in a wide-range of industries. The reason is clear – whether it’s getting a product recommendation, promotion, or a reminder that their credit union can refinance their home, consumers want to get the information they need fast. How Consumers Use Chatbots.

Chatbots 52

Chatbots Customer Service Surveys Contact Center 52