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.
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.
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.
It’s easy to overlook back office efficiency in call centers since most of the focus is on the frontline operations.
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.
Despite banks’ improvement of customer experience recently, there is still much to be desired as revealed in Capgemini’sWorld Retail Banking Report for 2016.
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.
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.