Please continue to hold on: Call centers struggle to fight the rise of cyber fraud

You know how you hate to dial into a bank contact center and navigate all those artificial intelligence prompts before talking to a human? Well, the bad guys know how much you hate it. Which is why they love it. Using customer aversion to their advantage, cyber crooks pilfer billions from the often lightly defended contact centers, Read More

By |2020-05-27T17:59:36-05:00October 17th, 2017|Comments Off on Please continue to hold on: Call centers struggle to fight the rise of cyber fraud

Information access for customer service

While digital banking is one of the fastest growing channels for financial services, banking employees are still far and away the preferred interaction point. Especially when it comes to more complex financial needs – loans, investments or debt management – the primary channel banking consumers still use for researching and purchasing products is people. For example, a Read More

By |2020-05-27T18:00:09-05:00June 20th, 2016|Comments Off on Information access for customer service

Improving the customer experience with journey mapping

Sometimes, a simple shift in perspective makes a big difference. That’s what banks are discovering when their contact centers utilize a method of analysis known as “customer journey mapping.” By looking at their internal processes from the customer’s point of view, these institutions are improving both contact center efficiency and customer satisfaction.The practice of customer journey mapping Read More

By |2020-05-27T18:00:10-05:00May 19th, 2016|Comments Off on Improving the customer experience with journey mapping

Why contact centers matter in a digital age

In this age of self-service channels and tech-savvy customers, do community banks still need to be investing in contact centers and trying to keep up with the money-center banks’ 24/7 accessibility? The simple answer is, yes. Call centers play a pivotal role in today’s evolving banking landscape. However, there are four areas in which banks need to Read More

By |2020-05-27T18:00:16-05:00November 17th, 2015|Comments Off on Why contact centers matter in a digital age

Four steps to getting branch transformation right

Perhaps the single most important threat facing the banking industry is the fundamental change in the way consumers and small businesses use branches. Routine service transactions are being displaced by online and mobile, causing branch transaction activity to decline at a 4% to 5% rate per year on average, with some banks such as SunTrust, experiencing declines Read More

By |2020-05-27T18:00:18-05:00September 25th, 2015|Comments Off on Four steps to getting branch transformation right

Business lending as your best marketing strategy

The ability to offer a menu of business banking services is critical for financial institutions in today’s competitive lending environment. In prior generations, people fostered relationships with only one bank or even one banker. However, the ability to now obtain loans from a variety of non-traditional sources, such as internet lenders, creates a much more competitive market. Read More

By |2020-05-27T18:00:30-05:00August 25th, 2015|Comments Off on Business lending as your best marketing strategy

Implementing improved customer service

For over thirty years customer service has been one of the most discussed topics in the financial services industry but it is difficult to name more than a couple of banks that have distinguished themselves in this arena. It is even more difficult to understand why customer service isn’t more of a priority when data shows that Read More

By |2020-05-27T18:00:30-05:00August 18th, 2015|Comments Off on Implementing improved customer service

Increased call complexity alters contact center practices

Contact center calls are growing longer because of the increasing complexity of customer questions and concerns, causing many banks to alter their processes for handling incoming calls and “after-calls” (documentation and customer follow-up). Some banks are recalibrating staff performance metrics to better align them with market changes and bank goals.  The catalyst is digital banking, which has Read More

By |2020-05-27T18:00:31-05:00August 4th, 2015|Comments Off on Increased call complexity alters contact center practices

Hanging up on wrong calls

Almost every bank either operates its own contact, or call, center or commissions a third party to do so. As consumers increasingly prefer to interact with their banks online and via mobile apps, contact centers remain critical for customer outreach as well as inbound service support. For many of the bank’s self-service customers, this may be their Read More

By |2020-05-27T18:00:34-05:00May 12th, 2015|Comments Off on Hanging up on wrong calls

Capturing Account Switchers Across Channels

U.S. banks have successfully provided their existing clients with great online methods for managing their day-to-day money matters. But when it comes to shopping for a bank relationship, the industry is falling behind what consumers experience in other realms of their life. There are great opportunities to bring together the channel and marketing silos into an integrated Read More

By |2020-05-27T18:00:41-05:00August 19th, 2014|Comments Off on Capturing Account Switchers Across Channels

Improving Customer Interaction in the Contact Center

Undoubtedly, online and self-service options are changing the traditional perspective of branch banking, and as part of this evolution, many traditional direct consumer interactions are being pushed to the contact center. As a result, contact center employees have also evolved, focusing more on relationship building and product sales. Frequent training and communications help associates and agents keep Read More

By |2020-05-27T18:00:41-05:00August 18th, 2014|Comments Off on Improving Customer Interaction in the Contact Center

Omnichannel Solutions to Increase Wallet Share

Faced with a slow-growth environment, today’s banks are focused on finding more efficient methods of increasing wallet share while continuing to increase customer satisfaction. The evolving bank customer wants to complete both mundane and complex transactions in an automated fashion, while still valuing personal interactions that enrich their overall experience and financial knowledge. Innovative banks are now Read More

By |2020-05-27T18:00:42-05:00June 20th, 2014|Comments Off on Omnichannel Solutions to Increase Wallet Share

Protecting Call Center Reps from Caller Abuse

It has been called one of the greatest intercultural exchanges in history – offshore call centers handling millions of customer calls for banks and other companies. But there is a grim underside to the business: caller abuse of call center reps that goes unchecked because it is deemed inevitable and innocuous. Our experience with offshore providers proves Read More

By |2020-05-27T18:01:00-05:00November 13th, 2013|Comments Off on Protecting Call Center Reps from Caller Abuse

Talking Up Sales in the Contact Center

Banking contact centers primarily have functioned as service hubs for customers who call for information or help with a problem. Now an expanded sales role is unfolding as people downplay the branch and shift more purchase-related activity to remote channels. Even as shopping for financial services providers and products is shifting online, many customers still want a Read More

By |2020-05-27T18:01:06-05:00April 5th, 2013|Comments Off on Talking Up Sales in the Contact Center

Getting the Tone Right in Call Centers

“She has the words, but not the music,” said Mark Twain of his wife’s attempts at swearing. When your contact center reps talk to customers, is what they say similarly undermined by how they say it? If your bank is like most, you don’t stint on contact center training. You recognize that good training translates to real Read More

By |2020-05-27T18:01:13-05:00July 27th, 2012|Comments Off on Getting the Tone Right in Call Centers

Planning for Delivery Channel Optimization

Channel management is arguably one of the most important functions in today’s banking industry as institutions are caught between the eroding viability of traditional branches and the need to accommodate emerging channels such as mobile. How do banks plan for future changes in customer channel preference while still meeting the needs of today’s customers? We posed that Read More

By |2020-05-27T18:01:32-05:00May 11th, 2011|Comments Off on Planning for Delivery Channel Optimization