Callminer

JANUARY 18, 2021

Besides nurturing an omnichannel approach to customer care, organisations should carefully consider the operational aspects of their call centres to ensure it is satisfying as many callers as possible, including adequately addressing customer vulnerability. Encourage agents to cheer up callers with more flexible scripting.

Best practices 226

Best practices Call Center Contact Center Scripts 226

TRUSTID

AUGUST 30, 2018

Many contact centers have become complacent in the way they verify customers over the telephone channel. The problem with getting too comfortable with how you identify callers is it can put your customers at risk. I know change can be difficult, and slow for many industries.

Banking 64

Banking call center professionals Engineering Contact Center 64

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?”

call center professionals 56

call center professionals Banking Call Center Contact Center 56

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?”

call center professionals 48

call center professionals Banking Call Center Contact Center 48

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?”

call center professionals 48

call center professionals Banking Call Center Contact Center 48

TRUSTID

MAY 18, 2018

This failure to protect the privacy of individuals’ personal information is increasing consumer demands for banks to use stronger authentication tools to protect their sensitive data. The Facebook-Cambridge Analytica privacy scandal is the latest in an unprecedented wave of massive data breaches that have occurred over the past few years.

Banking 48

Banking call center professionals Call Center Contact Center 48

Pointillist

NOVEMBER 11, 2019

.” Today’s call centers must balance many priorities while maintaining an intense focus on customers. As McKinsey & Company explains : The contact center. must now focus on achieving performance excellence across all three key priorities: customer experience, cost optimization, and revenue maximization.

First call resolution 74

First call resolution Call Center Metrics Benchmark 74