Call Center

Customer service may soon be top brand differentiator
Customer service may soon be top brand differentiator

How much do you value customer service? If it’s not your bank’s top business initiative, it may soon be. According to the Customers 2020: A Progress Report, customer service will soon overtake price and product as the key brand differentiator. Essentially, this tells us that while price and the products you offer matter, your brand […]

read more Posted on: November 09th, 2017 by Lance Hood
The benefits of investing in the customer experience
The benefits of investing in the customer experience

Improving your customer experience is not easy. It takes executive support, dedicated resources and ongoing investments in customer experience initiatives.  But how many organizations have the time and wherewithal to continually update their technology and internal processes to stay ahead of changing customer demands? While the customer experience is certainly an area that call centers […]

read more Posted on: August 24th, 2017 by Art Barger
Study finds consumers prefer humans over voice-controlled devices
Study finds consumers prefer humans over voice-controlled devices

Much has been written about voice-controlled devices and how they assist customers with banking transactions and other issues that arise. But despite advancements in technology, one area that can’t be overlooked is the value of human interaction, and the impact it has on the customer experience. In the recent article, “The Future of Digital Banking […]

read more Posted on: August 10th, 2017 by Art Barger
Are banks paying to interrupt their customer journey?
Are banks paying to interrupt their customer journey?

Would you believe that contact centers spend billions of dollars each year to interrupt their banking journey? That’s exactly what they do when they rely on knowledge-based authentication (KBA) solutions to identify customers over the phone. Is it me, or does paying to disrupt the customer experience seem counterproductive to the time and effort that […]

read more Posted on: July 05th, 2017 by Art Barger
Study finds call center frustration felt on both sides
Study finds call center frustration felt on both sides

We’d all like to think our contact center is always running at its maximum efficiency. But how realistic is that? With ever-changing customer environments and new threats looming all the time, operating efficiently and securely is an ongoing challenge. In the recent article, “Customer service: Thoughts on call center frustration,” a recent study by Clarabridge […]

read more Posted on: June 08th, 2017 by Art Barger
How secure are your verification checkpoints?
How secure are your verification checkpoints?

Validating callers is critical to protecting your customer data. But how secure are your verification checkpoints? If trusting your Caller ID and ANI is how you authenticate callers, you may be undermining the security process that defends your entire enterprise.  One of the leading threats to call centers today is trusting the information on the […]

read more Posted on: April 27th, 2017 by Art Barger
Customer needs should always come first
Customer needs should always come first

Upselling customers over the telephone is a common practice with many contact centers. When an agent has a customer on the line, what better time to offer them the latest products and services to better manage their personal finances, right? Having contact center agents upsell to customers can improve your bottom line. But before bank […]

read more Posted on: April 12th, 2017 by Art Barger
The benefits of invisible caller authentication
The benefits of invisible caller authentication

Social engineers spend much of their time evading fraud detection tools. They hide behind telephone anonymity to remain inconspicuous to contact center verification processes like knowledge-based authentication (KBA). This stealth-like ability is one of the biggest weapons in defrauding financial institutions over the telephone channel. While maintaining a level of ambiguity has proven to be […]

read more Posted on: March 15th, 2017 by Art Barger
Is your call center the channel of least resistance?
Is your call center the channel of least resistance?

The contact center is one of the oldest customer service channels out there. With so many years to improve the way we serve our customers over the telephone, you would think businesses would have perfected serving them by now. This isn’t always the case. Today, one of the biggest challenges preventing banking institutions from building […]

read more Posted on: November 03rd, 2016 by Art Barger
Can your customer experience provide a competitive advantage?
Can your customer experience provide a competitive advantage?

For years, banking executives have looked at the contact center as a necessary operating expense. This “cost center” mentality is one of the reasons the industry has largely focused on containing costs rather than improving customer touchpoints to provide a competitive advantage. But recent research by the Everest Group suggests that call centers may be […]

read more Posted on: August 17th, 2016 by Art Barger
Turn caller authentication into actionable business value
Turn caller authentication into actionable business value

Contact centers are ever-changing. We all know this. As new technology pushes the industry forward, financial institutions are doing whatever they can to ensure their telephone channels are protected from evolving threats while improving productivity levels. But, are they keeping up? A new survey conducted by Evolve IP found that contact centers still demand effective […]

read more Posted on: July 21st, 2016 by Art Barger
Put a stop to fraudsters’ data gathering process
Put a stop to fraudsters’ data gathering process

Everything has a process. It’s what we like to call a means to an end. Much like any authentication solution has to process data to identify customers, criminals also have a process for gathering as much information as possible from call center agents before launching their attacks.  In the article, “Call centre fraud: Why financial […]

read more Posted on: May 18th, 2016 by Art Barger
Discovering the value of customer service
Discovering the value of customer service

How much is your customer experience worth? When it comes to the financial value of your customer journey, executives rarely ponder the question because they generally see customer service as an operating expense, not a money-generating or money-saving process. But according to the recent article, “13 Ways To Calculate The True Cost of Customer Service,” […]

read more Posted on: February 18th, 2016 by Art Barger
Is your authentication process holding your call center back?
Is your authentication process holding your call center back?

When customers call your contact center, they don’t want to be interrogated or get their ear bent by a number of product pitches. They just want your help. While there’s nothing wrong with leveraging the telephone channel to market new products and services, the challenge is doing it without disrupting the customer experience. The recent […]

read more Posted on: May 07th, 2015 by Art Barger
How long can data breaches affect your call center security?
How long can data breaches affect your call center security?

How do data breaches impact contact centers? That’s a question we should all be asking ourselves. If we’re not careful, recent hackings like the one against health plan carrier, Premera Blue Cross, can threaten our call center security and business profits for years to come. In the article, “Another Massive Health Data Hack,” Premera said […]

read more Posted on: March 26th, 2015 by Art Barger
In customer authentication, people are the weakest link
In customer authentication, people are the weakest link

To err is human. This adage has held strong through the ages. But today, it’s never been more evident than in call center customer authentication. Today, relying on human beings to determine which calls can be trusted, and which ones should not, is a very risky and unpredictable way for call centers to authenticate customers […]

read more Posted on: February 06th, 2014 by Art Barger
How valuable is post-call authentication?
How valuable is post-call authentication?

There are a number of post-call authentication solutions in the market today. They are tools that help call centers determine the risk of the call after it has been answered. Once the phone is picked up, customers are either greeted by phone prompts or a live contact center agent, who begins their version of 20 […]

read more Posted on: January 30th, 2014 by Art Barger
Building a stronger brand starts with satisfied customers
Building a stronger brand starts with satisfied customers

This year will mark a dramatic change for call center environments. After years of trying to improve efficiency and lower average call handle times to please customers, many have learned that earning new business and retaining customers is less about how fast you can serve them oppose to how well you serve them. According to […]

read more Posted on: January 29th, 2014 by Art Barger
How pre-answer authentication protects valuable card information
How pre-answer authentication protects valuable card information

From a fraud standpoint, 2014 has certainly started with a bang. After last year’s high-profile Target data breach, criminals wasted no time ringing in the new year hacking the systems of photo messaging giant, Snapchat, and upscale retailer, Neiman Marcus. Both breaches were revealed earlier this month. While these data breaches exposed private customer information […]

read more Posted on: January 15th, 2014 by Art Barger
Make customer service shine this holiday season

With the holiday season fast approaching, holiday cheer is expected to one and all. For financial institutions and other companies, this means providing exceptional customer service. Most businesses expect higher sales volumes this time of year. With more customers coming through any number of sales channels, this is when customer service departments need to shine. […]

read more Posted on: November 20th, 2013 by Art Barger
Changing with the times only way to improve call center security, customer service

Financial institutions have long relied on IVR (interactive voice response) systems and contact center agents to authenticate and route callers to the appropriate operator or voice option. While these methods have served call centers well through the years, their reliability and efficiency have waned over time. Much of this is due to more sophisticated social […]

read more Posted on: May 29th, 2013 by Art Barger