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.
Creative Virtual
APRIL 30, 2020
These organisations can ‘rescue’ the customer experience by guiding customers to the information they need online while at the same time relieving some of the pressure from their contact centre so agents can better serve customers with questions that need human support. It’s also interesting to break down the virtual agent traffic by region.
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Creative Virtual
JULY 10, 2020
Back in April I took a look at the impressive spike in virtual agent traffic starting in late February and early March that surpassed anything Creative Virtual had seen in over 16 years of being in the industry. This is mostly due to a sustained increase of traffic through the rest of April and much of May.
CSM Magazine
DECEMBER 17, 2019
John Ing, Principal Operations Lead for CX at ECS shares his CX Predictions for the banking industry in 2020. The death of voice as a contact channel for banking customers has been over-hyped. The expectation that customers would switch to mobile apps and online banking instead hasn’t happened.
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Inbenta
OCTOBER 30, 2024
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Interactions
SEPTEMBER 2, 2021
Bank technology is shifting. Once only powered by human agents, the first automated technology that was introduced in the contact center acted mainly as a way to redirect calls to the right department. Specifically in banking, there are multiple challenges to customer service. That all comes down to conversation design.
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