CX Global Media

JULY 17, 2018

The contact center agent job is getting harder, talent is harder to attract, unemployment is down and the labor market is tight…all of this is causing a disruption in contact center pay. And for many, these are the majority of workers in contact centers. But not in the way you might be thinking.

Contact Center 189

Contact Center Coaching Banking Call Center 189

CX Global Media

FEBRUARY 8, 2018

Service innovation has for years been a central part of my consulting practice, especially those industries with excessive customer contact: hotels, banks, hospitals, retail stores and call centers. If the innovation spotlight was put on a call or contact center, what would be the outcome. Please Share.

Contact Center 189

Contact Center Call Center Coaching Scripts 189

Callminer

NOVEMBER 9, 2020

Some fraudsters build a rapport with a particular agent or retail associate over time before requesting that they send a financial sum to their bank account. ” – John Cray, Beating crooks at call center fraud , BAI; Twitter: @BAI_Info. Most don’t even know they’ve been a victim of fraud until after the incident is over.

Call Center 345

Call Center Banking Contact Center Accountability 345

CSM Magazine

DECEMBER 5, 2024

The implementation of the cloud-based NICECXone system at Great Southern Bank, Australia has enabled contact center agents to effectively resolve customer inquiries, leading to higher customer satisfaction and streamlined operations.

Banking 52

Banking Interactive Voice Response Customer Experience Wait times 52

ShepHyken

JULY 20, 2022

This was my big takeaway as I listened to supermodel, talk show host, producer, writer, actress, and entrepreneur Tyra Banks share her life story at CCW (Contact Center Week), the industry’s largest conference and trade show of its kind. Tyra Banks was still a supermodel after her “flamboyant moment.”

Banking 370

Banking Contact Center Customer Service Customer Experience 370

TechSee

APRIL 2, 2019

Today’s contact centers face a daunting challenge. From small helpdesks operated by specialist manufacturers to vast contact centers run by leading telecoms and consumer electronics providers, end users can now receive faster, more effective service and support from both live human agents and virtual assistants.

Contact Center 174

Contact Center Average Handle Time B2C B2B 174

Contact Center Pipeline

OCTOBER 19, 2022

One way to achieve this level of differentiation is through digital self-service experiences, which empower customers to get answers to questions and complete transactions without having to engage a contact center agent. Use cases can include banking customers who […].

Self service 263

Self service Banking Contact Center Chatbots 263

ShepHyken

DECEMBER 16, 2022

He writes about ‘quiet quitting’ and how contact centers can resolve this challenge in their organization. This trend is concerning for those within the contact center industry, with employee retention and recruitment already at a record low. How can the contact center industry resolve this challenge? .

Contact Center 180

Contact Center Banking Education Accountability 180

Call Center Weekly

NOVEMBER 9, 2017

Why is the issue of compliance important for contact centers? Contact centers need to provide accurate information to their customers. That is especially true for industries such as banking and insurance, which are heavily regulated. Contact center Agents need the most accurate and up to date information.

Contact Center 149

Contact Center contact center associations Banking Education 149

CX Global Media

JUNE 27, 2017

This has left your contact center vulnerable. To fraudsters, they see your contact center as a huge fraud opportunity. Why your contact center is a massive fraud risk” Click to Tweet. Educating Contact Centers. Fraud is an area that is affecting more segments of the contact center industry.

Contact Center 159

Contact Center Call Center Interactive Voice Response Banking 159

Talkdesk

OCTOBER 8, 2020

Almost 17,500 US bank branches closed from the beginning of 2014 to the middle of June 2020. Bank branch closures create additional costs for local business owners, making it harder to manage cash flow, maintain productivity levels and contribute to the wider local economy. Impact on small businesses. Embrace the cloud.

Banking 119

Banking Chatbots Contact Center Virtual Agent 119

The Northridge Group

JUNE 18, 2024

Part One: Voice Biometrics for Contact Centers – A Long History of Security Throughout history, humans have relied on physical characteristics for identification. In the contact center industry, this technology offers faster and smoother customer experiences along with enhanced security.

Contact Center 119

Contact Center Banking Accountability Technology 119

ShepHyken

DECEMBER 24, 2021

Tom Laird is the Founder and CEO of Expivia , a USA-based, 500+ seat omnichannel contact center located in Pennsylvania. He shares how call centers can safeguard critical customer data, giving customers peace of mind while reducing risk to your organization.?. Debit card data is exempt: Wrong. Both need protection. .

Call Center 320

Call Center outsourcing Banking Education 320

Contact Center Pipeline

APRIL 18, 2019

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. MIKE AOKI: What was your past experience regarding contact center digital transformations?

Contact Center 124

Contact Center Banking Call Center Customer Experience 124

HGS

JANUARY 25, 2021

Ready to modernize your contact center? Tis the season for contact center trends, predictions, and “must-watch” lists. An alternate, or supplemental, way of looking at technology adoption and maturity in the contact center involves Rogers’ stages of diffusion of innovation. Assess trends with care.

Contact Center 130

Contact Center Banking Education Self service 130

CX Accelerator

JUNE 8, 2020

In contact centers, where calls are traditionally recorded, there’s a ton of voice of customer insight readily available — one only needs to take the time to listen. That’s why ,, Schulbert Koleka , Business Manager at Standard Bank Malawi, recommends, “Initiate the conversation. Listen to customer service call recordings.

Surveys 345

Surveys Contact Center Consulting Consulting 345

CX Global Media

JULY 12, 2019

The fifth step ( Step 1 , Step 2 , Step 3 , Step 4 ) in the contact center agent journey is about agent retention. Retaining contact center agents has always been a significant focus area in contact centers. A several Expert Sessions are dedicated to the topic of on-boarding contact center agents.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

pindrop

AUGUST 3, 2020

Fraudulent activity in the IVR has become a tool for more sophisticated fraudsters and scammers to gain sensitive data that puts contact centers and financial institutions at risk. Forward-thinking contact centers need strategic defenses in place to prevent fraudsters from exploiting the IVR.

Interactive Voice Response 117

Interactive Voice Response Contact Center Banking Call flow 117

Hodusoft

JANUARY 30, 2025

Omnichannel Contact Centers Solutions: What You Need to Know Do you know, businesses that implement omnichannel strategies retain 89% of their customers, compared to just 33% for those that dont? In this blog, you can explore everything related to omnichannel contact center software starting from what it is?

contact center solutions 52

contact center solutions Contact Center Contact center software Multichannel 52

Calabrio

NOVEMBER 25, 2020

In fact, the pace of change is only accelerating affecting nearly every facet of our lives, from how we bank, shop and socialize to how we respond to a pandemic. These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center.

Contact Center 122

Contact Center Self service Banking Analytics 122

Talkdesk

OCTOBER 12, 2020

During this pandemic, clients are struggling to reach their banks when they need them the most, driving an almost 75% increase in call center volume. Financial institutions’ contact centers are inundated with heavy call volumes resulting in long hold times and time-to-callback.

Banking 83

Banking Interactive Voice Response Self service CRM 83

Myra Golden Media

DECEMBER 8, 2019

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

Banking 276

Banking Consulting Consulting Contact Center 276

HGS

SEPTEMBER 6, 2017

Adapting Value-Based Principles to the Patient Contact Center. However, many healthcare leaders are overlooking one critical department in need of investment: the patient contact center. However, many healthcare leaders are overlooking one critical department in need of investment: the patient contact center.

Contact Center 113

Contact Center Healthcare Benchmark Airlines 113

AWS Machine Learning

MARCH 29, 2024

Amazon Lex provides advanced conversational artificial intelligence (AI) capabilities to enable self-service support for your organization’s contact center. Amazon Lex integrates with state-of-the-art contact centers including Amazon Connect, Genesys Cloud , and Amazon Chime SDK to facilitate a seamless omnichannel experience.

Cloud contact 122

Cloud contact Contact Center Chatbots APIs 122

Contact Center Pipeline

NOVEMBER 14, 2019

Contact center leaders often find themselves faced with the challenge of having to quickly staff up to accommodate business growth and expansion.

Banking 113

Banking Contact Center Management Call Center 113

AWS Machine Learning

FEBRUARY 6, 2023

Contact centers are using artificial intelligence (AI) and natural language processing (NLP) technologies to build a personalized customer experience and deliver effective self-service support through conversational bots. Dustin Hubbard, Chief Technology Officer at WaFd Bank.

Cloud contact 97

Cloud contact Self service Contact Center Virtual Agent 97

TechSee

FEBRUARY 12, 2019

By drawing on the aggregated knowledge and experience of the contact center workforce, effectively crowdsourcing their expertise, technology providers are creating the next generation of self service platforms. The post The Route to Fully Autonomous AI Self Service Starts at your Contact Center appeared first on TechSee.

Self service 111

Self service Contact Center contact center workforce Banking 111

Fonolo

APRIL 14, 2020

At the moment, many call centers are faced with a torrent of unexpected demand. For our banking customers, demand is related to payment deferrals, emergency loans, etc. Handpicked related content: 5 Creative Ways to Manage Agent Shortages in Your Contact Center 6 of the Best Apps for Remote Contact Center Teams.

Contact Center 95

Contact Center Call Center Interactive Voice Response Banking 95

Call Center Weekly

MARCH 28, 2018

What are your thoughts on industry standards, with regards to contact center metrics? Banks might not want to measure their Net Promoter Score against sporting goods stores. However, banks checking Customer Satisfaction against other banks makes much better sense. Why do we use metrics?

industry standards 136

industry standards Banking Metrics Contact Center 136

UJET

JUNE 4, 2021

Ready to modernize your own contact center? This is especially true for customer service and contact centers, where the drive to digital can’t come at the expense of exceptional customer service. Remember that digitally transforming your contact center is a means, not an end. Set Transformative Goals.

Contact Center 121

Contact Center Calibration Government Accountability 121

Callminer

JANUARY 18, 2021

To learn how CallMiner is helping African Bank better extract and operationalise insights from voice-based customer interactions in its call centres, watch to our Tech Central podcast, How CallMiner is Helping African Bank Retain and Grow its Client Base. . How does your business handle international contact centre operations?

Best practices 226

Best practices Call Center Contact Center Scripts 226

Revation Systems

AUGUST 16, 2022

SAN FRANCISCO–( BUSINESS WIRE )–Revation Systems, a digital Contact Center as a service platform (CCaaS) for highly regulated industries, today announced a new milestone in its momentum. Today, over 600 banks and credit unions in the U.S. Secure communications, built for today’s banking relationships.

Banking 62

Banking Contact Center Best practices Technology 62

Beyond Philosophy

OCTOBER 20, 2022

One of their clients was a big US bank. They discovered through AI analysis of hundreds of thousands of call center interactions that agent behavior leads to positive customer interactions. It used the customer’s characteristics and history to match them to the different agent types in the contact center.

Banking 195

Banking Contact Center Coaching Self service 195

ConvergeOne

JUNE 30, 2020

In financial services, credit union and regional bank contact centers face challenges as they adapt to changes in technology coincident with rising customer service expectations. It can be overwhelming to consider how all customer contact departments need to evolve to care for this exponential rise in expectations.

Contact Center 79

Contact Center Banking Technology Customer Service 79

pindrop

JUNE 23, 2020

Fraudulent activity in the IVR has become a tool for more sophisticated fraudsters and scammers to gain sensitive data that puts contact centers and financial institutions at risk. . The post How Monitoring Your IVR Helps Predict and Reduce Fraud in the Contact Center appeared first on Pindrop.

Interactive Voice Response 117

Interactive Voice Response Contact Center Call flow Accountability 117

Customer Service Life

JANUARY 7, 2021

They boast a number of benefits for contact centers handling text-based support channels like email, chat, SMS, social media, and more, including: Improved speed and accuracy when interacting with customers. In contact centers handling text-based customer interactions, it’s not a question of whether or not agents use macros.

Contact Center 95

Contact Center Average Handle Time Scripts Banking 95