Blog

Luca Cermelli

Recent Posts

How Call Deflection Enhances Customer Experience

by Luca Cermelli | September 19, 2017

Striving for optimal customer experience is a constant battle that call centers must undertake and one of the sustainable ways to achieve this is through call deflection.

Read More

Topics: call center, call deflection strategy

How to Reduce Average Handle Time with ChatBots

by Luca Cermelli | September 07, 2017

One of the biggest challenges of call centers is maintaining a decent average handle time during its peak hours. The more support requests that come in, the longer customers have to wait to get entertained by a free agent.

Read More

Topics: call center, chat automation, artificial intelligence, chatbots

5 Great Tips to Improve Call Center Performance

by Luca Cermelli | August 29, 2017

At its heart, managing a call center similar to managing any organization. Benchmarking, saving time, optimizing processes and focusing on your people will be beneficial to improving call center management.

Read More

Topics: call center, call center management

3 Ways to Optimize Your Call Center Back Office System

by Luca Cermelli | August 09, 2017

It’s easy to overlook back office efficiency in call centers since most of the focus is on the frontline operations.

Read More

Topics: call center, call center back office system

3 Powerful Vivocha Features for Mobile Customer Support

by Luca Cermelli | June 28, 2017

Smartphones have grown in importance in the last years and allow to complete various tasks while walking to work or taking a quick coffee break. This means that many of customers using your mobile app or visitors to your website will eventually require support while being on their mobile phone.

Read More

Topics: customer service, mobile interactions, mobile customer support, vivocha features

3 Obsolete Communication Channels Still Used by Banks

by Luca Cermelli | May 23, 2017

Despite banks’ improvement of customer experience recently, there is still much to be desired as revealed in Capgemini’sWorld Retail Banking Report for 2016.

Read More

Topics: communication channel, customer service, banks

4 Reasons to Attract Young People to Banks

by Luca Cermelli | May 15, 2017

Like it or not, teenagers and especially those who are in their early 20s will be your future market.  By proactively making your bank youth-friendly, you will be regarded as their trusted partner in the future, instead of merely being something they have to deal with. But before we get into that, let's first get on the same page.

Read More

Topics: customer engagement, banks, generation Z

3 Reasons Why Online Banking Service Self-Care Fails

by Luca Cermelli | May 05, 2017

I’m sure the many advantages of self-service online banking have been covered at length all over the internet. But this isn’t one of those articles. Instead, we’ll discuss some of its pitfalls.

Read More

Topics: online banking, customer experience, online customer service, banking service

5 Common Communication Mistakes Banks Make Today

by Luca Cermelli | April 26, 2017

Banking institutions are such integral parts of daily life that sometimes it’s easy to forget that they have their own worlds.

Read More

Topics: digital native market., communication mistakes, banks, online customer service