| Similar Articles |
|---|
 |
Bank Systems & Technology
April 28, 2008
Maria Bruno-Britz |
Banks Prove Top Performers in Call Center Study Banks are tops when it comes to their call centers, according to a new study.   |
Bank Systems & Technology
January 3, 2006
Maria Bruno-Britz |
Opportunity Calling In their ongoing quest to increase revenue and retain customers, banks have redoubled their efforts to find and implement cutting-edge technologies and strategies to identify sales opportunities and improve service -- sometimes with mixed results. |
CRM
September 2014
Leonard Klie |
Call Handling Time Continues to Rise Sales and customer service calls take 16 percent longer today. |
Bank Technology News
March 2007
Edmund V. Tribue |
Call Centers Make or Break Relationships Bank service centers have become a crucial arena for managing customers' overall experience. |
CRM
April 2014
Leonard Klie |
The General Reboots Agent Training with Intradiem The online auto insurance provider updates agent skills with Intraday Management technology. |
CIO
December 2, 2013
Stephanie Overby |
Call Centers Suffer From Big Data Overload Nearly half of all contact centers consistently collect and report on metrics that they never use to improve the customer experience, according to a new survey. |
CRM
August 26, 2011
Rajaram & Manasa |
The Next Frontier in Call Center Analytics Investing in operations is not enough. Ideally, companies would invest unlimited funds into ensuring that each and every customer receives a personal, efficient call center experience. |
Bank Systems & Technology
November 4, 2003
Cynthia Ramsaran |
Banks Get the Message Study shows U.S. financial services institutions are allocating more dollars to call center technology. |
CRM
January 2004
Jason Compton |
The Changing Role of the Contact Center Agent With the proliferation of online self-help and new call center technologies, agents are being asked to resolve more challenging issues or to transform themselves into salespeople. But are current agents, who primarily respond to basic service requests, right for these new roles? |
Bank Systems & Technology
May 31, 2004
Cynthia Ramsaran |
Banks Go Beyond Budgets For Compliance Many financial institutions are overspending by duplicating compliance and disaster recovery efforts. |
Bank Systems & Technology
May 25, 2006
Peggy Bresnick Kendler |
Perspectives: High-Performance Contact Centers Emerging technologies such as VoIP, voice- driven, self-service systems, and intelligent call routing systems can increase flexibility in the bank contact center, resulting in improvements in agent productivity and enhanced customer satisfaction. |
CRM
June 7, 2013
David Lloyd |
Prepare for the Age of the Customer Advances in technology will help contact centers shine. |
CRM
April 3, 2012 |
inContact Extends Its Cloud Platform The platform is expanded to include more reporting, scripting, and integrations. |
CRM
December 2003
David Myron |
Driven by Service Contact centers are no longer for basic problem resolution or order-taking. Organizations are now using them to lead major strategic initiatives. |
CRM
October 2014
Leonard Klie |
Should CSRs Be Paid for Performance? Why companies must assess the effectiveness of tying agent compensation to contact center metrics. |
CRM
September 2007
Ian Jacobs |
Across the Universe Contact center managers have begun to examine this idea of the universal agent, agents theoretically capable of handling any contact, via any channel. |
CRM
March 2006
Coreen Bailor |
Keeping Balance in the Center Organizations no longer have to choose between efficiency and effectiveness as contact center technology evolves. If your contact center efforts are unbalanced, consider these five approaches to achieving service and efficiency equilibrium. |
Bank Technology News
April 2002
David Rountree |
Phone Glitches Drive Consumers to Competition Banks, more than most companies, are likely to lose customers when service quality slips... |
CRM
December 2003
David Myron |
Service Revs Up Nissan's Turnaround Getting a better understanding of agent performance enabled Nissan Motor Acceptance Corp. to address problem areas; the results were significant. |
Bank Technology News
August 2008
Glen Fest |
First-Call Resolution Becomes Imperative BNY Mellon's Shareowner Services division is among a small number of call centers that have begun to take seriously the need to dive deep into the matter of first-call resolution. |
CRM
November 16, 2010
Koa Beck |
LiveVox Announces VoIP Agent@Ready VoIP Agent@Ready is a cloud-based inbound/outbound contact solution and supports telephony infrastructure with "hunt" groups of greater precision. |
CRM
October 31, 2014
Kumaran Ponnambalam |
How Human Variability Can Improve Contact Center Performance Look beyond technology to serve your customers best. |
CRM
April 2010
Donna Fluss |
6 Steps to a "Greener" Contact Center What it means for the contact center to focus on the size of its carbon footprint. |
CRM
February 22, 2013
Paul Lang |
What's Next for the Contact Center? The challenge for contact center managers will be finding a way to offer the best customer service at the lowest cost. Here are seven trends that we can't ignore. |
CRM
February 2011
Donna Fluss |
Customer Service Initiatives for 2011 Tough economy erodes customer loyalty, but there are ways to rebuild it. |
Finance & Development
March 1, 2002
Roumeen Islam |
Institutions to Support Markets To spur growth and reduce poverty, poor countries will need efficient formal and informal institutions that support market activity. A major World Bank study offers insights into how such institutions may be developed... |
PHONE+
December 3, 2009
Daniel Lonstein |
Meeting Call-Center Challenges Last year was a mixed bag of opportunity, risk and regulatory hurdles for the call center industry. |
OCC Bulletin
October 16, 2002 |
Bank Secrecy Act/Anti-Money Laundering Final Rule: Anti-Money-Laundering Requirements for Foreign Correspondent Banks |
Global Services
October 25, 2007
Adyasha Sinha |
Early Warning on Attrition Offshore BPO and contact-center companies struggling to fight the attrition epidemic are coming to rely more and more on early warning systems that track employee behavior to predict their likelihood of leaving the company |
Insurance & Technology
March 7, 2008
Nancy Feig |
The Greening of Data Centers To "green wash" their data centers, banks are looking to a number of new technologies, specifically IT asset management, server virtualization and data center cooling solutions. |
InternetNews
March 19, 2010
Larry Barrett |
IBM Teams With Assurant for Call Center Offering Big Blue is dialing up customer service with a new algorithm-based technology developed with Assurant that aims to improve the quality of customer service at call centers. |
CRM
May 20, 2011
Tom Topolinski |
Call Centers Beware Social media and smart technologies are here |
Bank Technology News
May 2007 |
The Six Regulatory Areas That Are Altering Bank Life Regulation is a part of bank life. Failure to comply shouldn't be. |
CRM
August 2, 2010
Alex Dayon |
From Deflecting Customers to Embracing Them Six ways that the new Internet - a mobile, social, and real-time Internet - is changing the playing field for CRM and putting customers back in control. |
Managed Care
May 2002
Melanie Brody |
Insurers Obligated To Fight Money-Laundering Schemes Federal antiterrorist legislation enacted last October requires that health insurance companies, along with an array of other financial institutions, should have adopted and implemented programs to combat money laundering by April 24, 2002 |
Global Services
October 30, 2008
Ben Bauer |
The New Outsourcing Option Developing, operating and managing volumes of information as well as maintaining mission-critical applications is a challenge faced by most organizations. That's when infrastructure as a service comes to the rescue |
CRM
April 2008
Jessica Tsai |
The 2008 CRM Service Awards: Rising Stars -- Spoken Communications Spoken Communications keeps callers from waiting aimlessly on the line, but it's waiting for a big customer to keep it in the limelight. |
CRM
June 28, 2010
Koa Beck |
Nice Systems Sticks with Eglue -- Permanently The customer interaction specialist acquires longtime partner eglue, a manager of real-time decision-making and guidance for agent desktops, for at least $29 million in cash. |
CRM
February 26, 2013
Leonard Klie |
inContact Releases New Version of Cloud Contact Center Software The company expands multichannel offering with Universal Queue, new agent interface, true inbound and outbound blending, and an API-driven cloud ecosystem. |
CRM
March 1, 2008
Christopher Musico |
Re-shoring Contact Centers A rise in customer dissatisfaction with offshore contact centers has many companies looking to relocate closer to home. |
CRM
November 2012
Leonard Klie |
The New Measure of Customer Service Success Why some traditional performance metrics are wrong and what you need to evaluate now. |
CRM
September 2014
Donna Fluss |
Outbound Solutions Engage Customers and Enhance Relationships Mapping out the ultimate next-generation product. |
CRM
July 2013
Barton Goldenberg |
Happy Agents, Happy Customers Increased agent productivity leads to increased satisfaction. |
Bank Technology News
September 2001
Joseph McKendrick |
Compliance Gets Complex A changing world brings banks new regulatory challenges... |
CRM
September 2010
Daniel Hong |
Hosted Contact Center Implementations Understanding how to make incremental changes in contact center operations to optimize customer care and control long-term costs without disrupting service delivery is the key determinant to success for implementing a hosted contact center. |
CIO
July 15, 2005
Alice Dragoon |
CRM Wake-Up Call How to transform your call center from a budget drain into a source of competitive advantage. |
CRM
February 2003
Jason Compton |
A Little Technology Goes a Long Way New tools enhance call center agent productivity. |
Global Services
September 24, 2007
Imrana Khan |
Recruitment Crisis in Contact Centers Technology can offer some relief by increasing a contact center's capabilities and adding more service choices for its customers without affecting the head count. |
CRM
August 19, 2011
McNally & Walheim |
Call Centers Support Insurance in Multichannel Environment Customer experience continues to be a key differentiator in insurance |
CRM
March 2014
David Myron |
Top 3 Customer Service Trends for 2014 This year's hottest customer service trends include social media, cloud technology, and mobile devices. |
