Conversational banking is a new digital channel that will soon become mainstream and a fundamental element of an omnichannel distribution network for banks.
It's still at an early stage, but today's customers are very interested in messaging and expect a personalized digital experience.
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.
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.
Topics: call center, call deflection strategy
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.
Topics: co-browsing benefits, call center
Engaging customers even while they are on their mobile phones is one of the biggest goals for call centers today. Contact centers know that majority of people have mobile phones and access information through these devices.
Topics: call center, mobile customer engagement
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.
Topics: call center, chat automation, artificial intelligence, chatbots
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.
Topics: call center 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.
Topics: call center, call center management
Reducing call center volume should be a priority for Contact Center Operation optimization.
Topics: customer experience, call center, call deflection strategy, call defletion, contact center automation, CX
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.
Topics: call center KPIs
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.
Topics: customer service, mobile interactions, mobile customer support, vivocha features
It’s inevitable. Millennials will have the biggest financial influence in the next few decades and today, we are already beginning to feel their increasing purchasing power.
Topics: live chat, mobile interactions, millennials and banking, social media
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.
Topics: customer service, integrated platform, customer interaction platform, banks
Organizations that offer personal financial management services need to stay in close contact with their clients or risk losing business.
Topics: banking customer service, video chat, financial management projects
Congratulations! You've finally made it. While most of those who work in the financial sector, or any sector for that matter, have chosen to hold millennials in contempt, you have become part of the growing movement that recognizes the potential of the millennial market.
Topics: millenial market share, mobile interactions, banks, millennials and banking
Any moderately competent marketing professional will tell you that customers are now spread throughout different communication channels and that it’s important to be where your customers are - even for customer support.
Topics: multichannel customer engagement, integrated platform, banks, multichannel communications, video chat
Despite banks’ improvement of customer experience recently, there is still much to be desired as revealed in Capgemini’sWorld Retail Banking Report for 2016.
Topics: communication channel, customer service, banks
If you are one of the banks that already adopted chat functionalities for your website, then that’s a good start. However, if you want to be able to cover the entire spectrum of channels where your online banking customers are, then read on!
Topics: live chat, multichannel customer engagement, banking customer service
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.
Topics: customer engagement, banks, generation Z
Mobile banking is important for giving customers on-the-go banking services wherever they are. That’s why you can’t ignore customer engagement even if you’re interacting with your customers through a mobile phone.
Topics: online banking, customer interaction platform, online customer engagement, mobile banking
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.
Topics: online banking, customer experience, online customer service, banking service
Advancements in technology have brought a golden age for services - particularly customer service. One of the most powerful customer service tools we have today is co-browsing.
Topics: online banking, online customer service, co-browsing benefits
Banking institutions are such integral parts of daily life that sometimes it’s easy to forget that they have their own worlds.
Topics: digital native market., communication mistakes, banks, online customer service
Online banking has gone a long way since the early 2000s and now that it’s 2017, there are a lot of exciting new developments that we may not have expected then.
Topics: Blog, online banking, mobile payment, customer service trends
For our Italian customers, an interesting infographics about Digital Advertising, Online Shopping, and Conversion Rate. It’s never been more important to invest in customer service.
Topics: News
According to a 2011 Forrester Consulting research, phone is still the preferred communication channel for Customer support. 79% of those surveyed declared to prefer a “voice conversation” considering it more efficient and fast than other channels.
Topics: Blog, live chat, multichannel communications
With online shopping becoming more and more popular these days — are you getting ready for Christmas season, do you — it’s critical for retailers to offer the best customer service possible.
Topics: News, customer service, online customer engagement
