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Blog

Gianluca Ferranti

Recent Posts

From traditional customer service to next generation proactive support

by Gianluca Ferranti | September 21, 2017

Technology has allowed many industries to revolutionize. Even in the business process outsourcing industry, particularly in the call centers sector, there’s been a lot of new developments.

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Topics: next generation proactive support, customer service

How co-browsing can improve call center customer experience

by Gianluca Ferranti | September 13, 2017

Giving the best customer experience in a call center is one of the main goals set by management. Through co-browsing, you are giving your clients optimal experience.

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Topics: call center, co-browsing benefits

3 main call center agent problems

by Gianluca Ferranti | September 04, 2017

Those phones aren’t going to pick themselves up and solve your customers' issues. Face it: agents are the main assets of a call center.

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Topics: call center agent

Are you measuring the right call center KPIs?

by Gianluca Ferranti | August 17, 2017

Tracking Key Performance Indicators (KPI) in your call center is more than necessary if you want to make sure your contact center is performing efficiently and you are serving customers in the best possible way.

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Topics: call center KPIs

Real-time collaboration: a must-have for modern banking

by Gianluca Ferranti | July 05, 2017

Banks today operate in age where the customers have more demands and expectations.

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Topics: realt-time collaboration, banking customer service

3 Key Benefits of Having a Customer Interaction Platform For Your Bank

by Gianluca Ferranti | June 13, 2017

You don’t have to be working for a bank to know that the number one reason a customer switches to another bank is because of bad customer service. 

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Topics: banks, integrated platform, customer service, customer interaction platform

Millennials and Banking: 3 Things Banks Can Do to Increase Their Market Share

by Gianluca Ferranti | June 01, 2017

Congratulations! You've finally made it. While most of those who work in the financial sector, or any sector for that matter, 

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Topics: banks, millenial market share, mobile interactions, millennials and banking

3 Best Practices to Build Multi-Channel Customer Engagement in Banking

by Gianluca Ferranti | May 26, 2017

Any moderately competent marketing professional will tell you that customers are now spread throughout different communication channel

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Topics: multichannel customer engagement, banks, multichannel communications, video chat, integrated platform

Why Website Chat Fails Banking Customer Service

by Gianluca Ferranti | May 18, 2017

If you are one of the banks that already adopted chat functionalities for your website, then that’s a good start. 

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Topics: banking customer service, live chat, multichannel customer engagement

Co-Browsing Benefits That Improve Online Banking Customer Service

by Gianluca Ferranti | May 03, 2017

Advancements in technology have brought a golden age for services - particularly customer service. 

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Topics: online banking, online customer service, co-browsing benefits