customer experience

Is this the year of the customer experience?
Is this the year of the customer experience?

Years from now, we may look back at 2018 as the year of the customer experience. With so much focus on the customer journey, we might one day look back at this year much like we think of 1991 as the year the World Wide Web went public or 2007 as the year the world […]

read more Posted on: January 04th, 2018 by Lance Hood
Top contact center authentication stories of 2017
Top contact center authentication stories of 2017

Throughout 2017, we’ve discussed many of the top challenges facing contact centers and the authentication industry. As the year comes to a close, let’s recap some of the biggest call center issues and authentication stories we saw in 2017: Massive Equifax data breach — For the first six months of 2017, a known security flaw […]

read more Posted on: December 28th, 2017 by Art Barger
The value of happier call center agents
The value of happier call center agents

How you authenticate callers is critical to your customer relationships, business profits and your overall contact center operations. Putting your customers in the hot seat to answer security questions creates anxiety and frustration that directly impacts how they feel about your brand. While telephone interrogations damage your customer relationships, have you considered how they impact […]

read more Posted on: December 07th, 2017 by Lance Hood
Protecting the things your customers value the most
Protecting the things your customers value the most

Using passwords and other knowledge-based authentication (KBA) tools to identify customers over the telephone channel may be better than nothing, but we know that relying on something the caller knows creates a false sense of trust and disrupts the overall customer experience. For financial institutions, these are two areas of your contact center operations that […]

read more Posted on: November 30th, 2017 by Art Barger
The one constant in a changing customer environment
The one constant in a changing customer environment

Technology has changed the way we serve our customers. Evolving threats have changed the way we protect them. But through it all, the one constant in the ever-changing customer environment has been the contact center. In the recent article, ”How Call Centers Cope with Ever-Changing Threats and Technology,” the PYMNTS Call Center Commerce Tracker reported […]

read more Posted on: November 22nd, 2017 by Art Barger
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
Why the location of the calling device matters
Why the location of the calling device matters

When it come to caller authentication, where your inbound calls come from matters. When a customer call originates from a device located in a high-risk country or geographic area, it raises the call’s risk level. This is valuable information for financial institutions. Knowing when a call poses a high risk to your contact center or […]

read more Posted on: August 30th, 2017 by Art Barger
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
Spotting spoofed calls is mission critical to call center success
Spotting spoofed calls is mission critical to call center success

You know your customers better than anyone. You know their banking needs and how they prefer to interact with you. But when the phone rings, do you know if you are talking to a genuine customer or a bad actor?  According to the recent article, “Dialing Into Call Center Fraud,” call center fraud climbed 113 […]

read more Posted on: August 17th, 2017 by Art Barger
Are you giving your customers the reassurance they deserve?
Are you giving your customers the reassurance they deserve?

When your banking customers have a problem, they call for help. Traditionally, the contact center has been one of the most relied upon customer channels for financial institutions. Despite the growing number of new banking platforms, there’s something about talking to a live agent that gives customers a level of personal and professional reassurance that […]

read more Posted on: July 26th, 2017 by Art Barger
Benefits of cross selling customers over the phone
Benefits of cross selling customers over the phone

Nothing is more important to your contact center operations than achieving and maintaining a high level of customer service. How you treat your customers has a tremendous impact on your bank’s overall success. While providing exceptional customer service has and always will be job No. 1, cross selling customers plays an important role for increasing […]

read more Posted on: July 20th, 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
Does agent fatigue make call centers vulnerable?
Does agent fatigue make call centers vulnerable?

Your bank’s call center agents are your frontline security and brand ambassadors. Known for taking upwards of a hundred customer calls per day, a high level of repetitive interactions coupled with a wide range of emotions and unique challenges can come at a price. When you consider all the details a telephone rep needs to […]

read more Posted on: June 22nd, 2017 by Art Barger
What can metrics teach you about your call center?
What can metrics teach you about your call center?

We can all benefit by learning more about our customers’ behavior. How they react to certain processes and experiences, whether positive or negative, can help us make improvements that can increase operational efficiency and improve customer satisfaction.  The recent article, “Which call center metrics should you focus on?” examines the different areas that contact centers […]

read more Posted on: June 15th, 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
Meeting your customers’ need for speed
Meeting your customers’ need for speed

For banking customers, speed is king. Call centers know this, and are constantly implementing customer service strategies to lower average call handling times. But are shorter call times the answer to better customer service? There’s a belief that reducing the time your telephone agents spend on each call will improve overall customer satisfaction. The reality […]

read more Posted on: May 11th, 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
Authentication: The first step to improving call center efficiency
Authentication: The first step to improving call center efficiency

Contact centers are always looking for ways to run more efficiently, save money and provide better customer service. While many banks think that creating initiatives around reducing call handling times and offering more self-serving tools is the way to go, in the end it doesn’t do much for lowering long-term operating costs or improving the […]

read more Posted on: March 09th, 2017 by Art Barger
Are more choices eroding the customer journey?
Are more choices eroding the customer journey?

The banking journey used to be a simple thing. One where consumers had just a couple of ways to interact with their bank. They could swing by their local brick-and-mortar branch and request a financial transaction with a bank representative in-person. They could do the same thing by picking up the phone and calling the […]

read more Posted on: February 16th, 2017 by Art Barger
Are you prepared for higher call volumes this holiday season?
Are you prepared for higher call volumes this holiday season?

The holidays are here, and that means consumer demands will soon be on the rise. One of the top priorities for banks and businesses this time of year is making sure their customer service staff is equipped to handle increasing customer demands. For contact centers, this means dealing with more calls per hour. According to […]

read more Posted on: November 23rd, 2016 by Art Barger
A case against using one-time passwords and KBA to authenticate customers
A case against using one-time passwords and KBA to authenticate customers

One-time passwords (OTP), much like knowledge-based authentication (KBA), were once reliable sources for customer identification. In recent years, however, data breaches and the underground economy have reduced the level of security that these conventional authentication methods once provided to banks and businesses over the telephone channel. The article, “Mobile Fraud Changes Look for Multifactor Authentication,” […]

read more Posted on: November 16th, 2016 by Art Barger
Why call centers should run like a tight ship test
Why call centers should run like a tight ship test

The purpose of a call center’s telephone routing system is to quickly direct callers to the appropriate line. If they want to reach sales or customer service, the IVR system sends them to the right department. While essential to many contact center environments, the routing process adds precious seconds to each call. At this point, if […]

read more Posted on: October 01st, 2016 by Art Barger
It’s time to look beyond simple cost-cutting measures
It’s time to look beyond simple cost-cutting measures

One of the goals of automating your contact center is to drive down operating costs. While saving money is an ongoing priority for many call centers, it shouldn’t come at the cost of your banking customers. Automating things like call routing, analytics, customer identification and historical reporting can help reduce costs to your daily operations. […]

read more Posted on: August 31st, 2016 by Art Barger
Are you putting your customers’ best interest first?
Are you putting your customers’ best interest first?

Each day, banks should set out to earn their customers’ trust. This is not to say that they don’t, but focusing on creating a trustworthy and reliable brand is different than bringing real value to your hardworking customers. Here’s why. Building customer confidence and brand loyalty comes down to how you treat your customers. Utilizing […]

read more Posted on: August 24th, 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
Don’t let caller verification undermine your customer experience
Don’t let caller verification undermine your customer experience

Putting too many resources and attention into one area of your contact center operations can come at a price. For example, deploying authentication solutions that focus too heavily on identifying callers without considering the impact the process may have on your customer experience can leave callers more than a little indifferent. It can lead to […]

read more Posted on: August 11th, 2016 by Art Barger
Is the desire to please customers putting your bank at risk?
Is the desire to please customers putting your bank at risk?

Call center representatives are known for going the extra mile to satisfy customers. That’s good, right? After all, telephone agents are trained to do whatever they can to meet the customer’s needs. But according to a new study, the desire to serve customers in need could set your bank up for fraud. In the recent […]

read more Posted on: June 08th, 2016 by Art Barger
Make the most of your call center’s speed-to-answer times
Make the most of your call center’s speed-to-answer times

Achieving high marks in call center efficiency and customer service requires fast call speed-to-answer times. While banks may be getting quicker at picking up the phone within 30 seconds, what happens next can make or break your customer experience. If a customer is greeted by an onslaught of security questions before the telephone agent can […]

read more Posted on: June 01st, 2016 by Art Barger
Understanding your customers’ needs is just a phone call away
Understanding your customers’ needs is just a phone call away

Listening to your customers should be job one, right? What better resource is there to help you get in sync with their needs than to talk to them directly. We may interact with our customers on a daily basis, but the question we need to ask ourselves is how closely do we listen to them? […]

read more Posted on: May 12th, 2016 by Art Barger
The business value of customer interactions
The business value of customer interactions

When it comes to your annual profits, you want to make every dollar count. Any part of your operations that touches your customers can impact your overall earnings. This is where your contact center plays a bigger role to your business than you may think. Many businesses generally look at their call center as a […]

read more Posted on: April 20th, 2016 by Art Barger
How memorable is your customer experience?
How memorable is your customer experience?

It doesn’t matter how large or small your company is, communicating with your customers at any level is serious business. Sure, a highly functional and efficient contact center plays a key role in helping your customers quickly solve problems and growing your customer base, just as poor customer service can undermine your customer relationships and […]

read more Posted on: April 14th, 2016 by Art Barger
How effort impacts customer behavior
How effort impacts customer behavior

To help assist and retain customers, your call center agents are trained to delight. But is serving your customers beyond their expectations the best way to win their loyalty? According to the article, “Customer service is not about being great, it’s about being effortless,” surprising and delighting your customers may not be the best way […]

read more Posted on: April 06th, 2016 by Art Barger
How instant, unobtrusive authentication can transform your contact center
How instant, unobtrusive authentication can transform your contact center

The ability to quickly and accurately validate your customers over the telephone channel is essential to your call center operations. After all, knowing that you are talking to a real customer is critical to providing exceptional customers service. Caller authentication is also important for identifying when impostors are trying to pull one over your contact […]

read more Posted on: March 30th, 2016 by Art Barger
What call center trends did you see in Q1?
What call center trends did you see in Q1?

Reaching your quarterly numbers is a critical measurement for determining if your contact center is on track of achieving your annual goals. As we approach the end of the first quarter, how are you doing with hitting your numbers? In terms of customer satisfaction and attrition rates, are you where you want to be? Tracking […]

read more Posted on: March 24th, 2016 by Art Barger
How average handling time impacts annual profits
How average handling time impacts annual profits

Is your contact center plagued by lengthy wait times? Are your telephone agents spending too much time interrogating callers, reducing the number of customers they help each hour? If you answered yes to these questions, it may be time to re-evaluate your current telephone authentication process. For call centers, the authentication tool that extends average […]

read more Posted on: February 24th, 2016 by Art Barger
Can automated authentication strengthen customer trust and loyalty?
Can automated authentication strengthen customer trust and loyalty?

Are your contact center agents still interrogating callers instead of serving them? If so, they may be creating a level of frustration and disappointment that can lead to lost customers and less profits for your bank or business. In the recent article, “Happy Call Center Agents Create Loyal Customers,” a recent Harris Interactive survey found […]

read more Posted on: January 27th, 2016 by Art Barger
Do you know every step of your customer journey?
Do you know every step of your customer journey?

One question all financial institutions should ask themselves is when does your customer journey begin? Depending on the customer channel and your point of view, the answer may vary. For brick and mortar shops, it could be the moment a customer walks through the door. Or, the customer’s experience may start at curbside. As for […]

read more Posted on: January 13th, 2016 by Art Barger
The hidden benefits of managing risk
The hidden benefits of managing risk

Most contact centers think that managing risk and other fraud threats is all about keeping the bad guys in check. While there’s value in identifying and stopping every social engineer that has spoofed their Caller ID to circumvent authentication filters, effectively managing fraud and risk provides other significant operational and business benefits, too. When you […]

read more Posted on: January 06th, 2016 by Art Barger
The evolving role of call center agents
The evolving role of call center agents

Each time a call center agent picks up the phone, they’re ready to resolve all types of customer issues. Depending on how fast your contact center can validate callers and how efficient your telephone reps are at finding solutions, they can also play a secondary role as sales representatives. Along with aligning call center operations […]

read more Posted on: December 30th, 2015 by Art Barger
Customer authentication should happen before the bank journey begins
Customer authentication should happen before the bank journey begins

How do you improve the caller verification process without disrupting your customer experience? That’s a question contact center managers have been trying to answer for some time now. The truth is, there’s no one set answer. Protecting your telephone channel from fraud is an ongoing challenge, a work in progress, if you will. What we […]

read more Posted on: December 16th, 2015 by Art Barger
Is your contact center ready for the busy holidays?
Is your contact center ready for the busy holidays?

When it comes to providing excellent customer service, the holidays can be a different beast, altogether. With call volumes spiking and fluctuating in unexpected waves, it’s important that your contact center is ready to handle more customer calls at any given time. To give your telephone agents the tools they need to meet your customers’ […]

read more Posted on: November 25th, 2015 by Art Barger
Pre-call authentication: Creating a trifecta for contact centers
Pre-call authentication: Creating a trifecta for contact centers

One way contact centers can lower average call handling times is by removing unnecessary security questions. This alone can shave an average of 45 seconds off each call. Depending on how many customer calls you receive each year, this can reduce anywhere from tens of thousands to millions of dollars in annual operating expenses. It […]

read more Posted on: November 11th, 2015 by Art Barger
Is your brand hanging in the balance?
Is your brand hanging in the balance?

When it comes to your brand, you could say a lot of things hang in the balance. For example, the trust all banks strive to achieve and maintain is ultimately determined by customer perception. But much of what shapes these opinions depends on our level of security and overall banking experience. With all these moving […]

read more Posted on: November 05th, 2015 by Art Barger
How technology can help modernize today’s call center
How technology can help modernize today’s call center

Keeping up with the growing number of interactive channels available to banking customers is a daily challenge for today’s contact centers. To do so, they need to modernize their operations. This includes deploying the latest technologies to ensure they are meeting more stringent customer service demands around efficiency and problem resolution. When most people think […]

read more Posted on: August 20th, 2015 by Art Barger
Putting trust back into the telephone banking experience
Putting trust back into the telephone banking experience

The simple truth is contact centers operate in a “trust no one” culture. However unfortunate, it’s the reality of today’s telephone channel environment. To protect our customers and their sensitive data, each time they call we must first put them through an authentication process to validate their identity. The way we identify them over the […]

read more Posted on: August 12th, 2015 by Art Barger
How a better customer experience can improve your bottom line
How a better customer experience can improve your bottom line

What’s the business impact of providing excellent customer service? According to a recent report, customers stick with brands six times longer after a good experience than those who have bad customer experiences. In the article, “How a Great Customer Experience Is Really Delivered,” the Temkin Group found that a great customer experience helps customers accomplish […]

read more Posted on: July 30th, 2015 by Art Barger
Happy employees can translate into a more satisfying customer experience
Happy employees can translate into a more satisfying customer experience

Each year, call center managers get together to discuss emerging trends on how to improve efficiency and customer care. The recent Call Center Week Conference in Las Vegas highlighted some of the top concerns and corporate initiatives around customer service and call center management. In the article, “3 Contact Center Trends to Watch,” many contact […]

read more Posted on: July 16th, 2015 by Art Barger
Is your customer journey damaging your brand reputation?
Is your customer journey damaging your brand reputation?

Everyone loves an adventure. But when the adventure — and I’m speaking metaphorically about your customer journey — goes awry, it can negatively impact your customer relationships. In the end, it’s your business profits that suffer the most. We know that a single negative experience can have a lasting impression on how your customers view […]

read more Posted on: July 02nd, 2015 by Art Barger
Customer calls still top the list of inbound communications
Customer calls still top the list of inbound communications

While there’s been a lot of talk about call centers adopting multi-channel communications to assist customers, a recent ContactBabel study showed that telephony traffic represents over 70 percent of all inbound communications to contact centers. And with 99 percent of survey respondents currently using live telephone agents today, ContactBabel predicts that the number of live inbound […]

read more Posted on: January 08th, 2015 by Art Barger
Are banks doing enough to curb fraud?
Are banks doing enough to curb fraud?

With more and more customers turning to Internet banking, one of the most concentrated areas of security for financial institutions is the online channel. This focus, however, doesn’t mean their enterprises are foolproof. Despite all the resources and expenses today’s organizations dedicate to protecting their electronic channels, many believe it is still not enough. With […]

read more Posted on: December 18th, 2014 by Art Barger
Labor costs vs. fraud losses: What has a bigger impact on your call center?
Labor costs vs. fraud losses: What has a bigger impact on your call center?

For most contact centers, labor expenses are your highest costs. They have a bigger impact on your business than fraud, itself. The time it takes to identify each caller typically costs your operations more money than the number of fraud attempts your team fights throughout the year. So, when it comes to making your call […]

read more Posted on: December 04th, 2014 by Art Barger
Transforming the customer experience
Transforming the customer experience

If there’s one thing consumers appreciate, it’s fast service. Heck, speedy service is how businesses like Jimmy John’s Gourmet Sandwiches differentiate themselves from the competition. While I’m not saying banks should model themselves after fast food chains, there’s something to be said about serving people on the go. Slowing customers down can sometimes be the […]

read more Posted on: November 20th, 2014 by Art Barger
When low-tech fraud turns into higher business costs
When low-tech fraud turns into higher business costs

As low-tech as it may seem, telephone scams can lead to big losses in profits and production for today’s businesses. This is why deploying the right authentication tools is important for sustaining optimal business operations and ensuring excellent customer service. In the article, “Small Business Security: Hackers Dial Up Telephone Fraud,” criminals continue to exploit […]

read more Posted on: November 13th, 2014 by Art Barger
What makes a great call center?
What makes a great call center?

The one question every call center manager seeks to answer is, “What makes a contact center great?” Is it a friendly voice? Speedy service? Or, is it more hands-off solutions that allow customers to resolve issues by themselves? The answer isn’t necessarily up to us to define. Rather, it’s our customers who are best equipped […]

read more Posted on: November 06th, 2014 by Art Barger
Scaling to meet higher call volumes
Scaling to meet higher call volumes

I’ve recently discussed the business drawbacks of keeping your customers waiting, and how your IVR system and unnecessary telephone interrogations can impact your profitable customer relationships. As your call center receives more monthly and yearly inbound calls, not having the right processes and adequate resources in place to meet this growing demand will likely result […]

read more Posted on: September 11th, 2014 by Art Barger
How pre-call authentication reduces contact center bottlenecks
How pre-call authentication reduces contact center bottlenecks

The job of a security camera is to capture individuals and events taking place within a specific area without being seen. While the technology has the ability to identify people, it’s largely used to capture events as they happen rather than prevent unwanted activity from occurring in the first place. The same can be said […]

read more Posted on: June 26th, 2014 by Art Barger
Setting the stage for quality customer service
Setting the stage for quality customer service

Conversations can go in many directions. While most of us strive for that perfect customer interaction — where we keep a friendly tone and resolve their issues faster than they expect — the reality with customer service is we often fall short of the customer’s expectation. This doesn’t mean every conversation ends up with the […]

read more Posted on: June 12th, 2014 by Art Barger
Telephone channel weakest link in bank authentication
Telephone channel weakest link in bank authentication

With new call center scams plaguing financial institutions, today’s banks are challenged with investing in authentication technologies that effectively stop fraud over the telephone channel without disrupting the customer experience. In the article, “New Wave of Call Center Fraud,” a bank in Georgia experienced a series of spoofed Skype calls to its contact center requesting […]

read more Posted on: May 08th, 2014 by Art Barger
Why PII-based authentication doesn’t delight customers
Why PII-based authentication doesn’t delight customers

The most important thing about running a call center is providing a level of service that builds trust and goodwill with your customers. Anything short of that can negatively impact the profitable business-customer relationship. The key to creating satisfied, returning customers is quickly addressing their immediate needs, making them feel like they’re your top priority, […]

read more Posted on: April 23rd, 2014 by Art Barger
Making customer service your call center’s top priority
Making customer service your call center’s top priority

How important is customer service to your bank? Consider this: If 68 percent of customers leave a business when they’re upset with how they were treated, customer service is something all financial institutions should place at the top of their priority list. In the article, “4 Tips to Modernizing Your Call Center Customer Experience From […]

read more Posted on: April 16th, 2014 by Art Barger
The benefits of establishing trust before the call connects
The benefits of establishing trust before the call connects

When business is booming, your call center switchboards are lighting up. More customer calls pouring in, and you have to find a way to quickly authenticate each incoming call and deliver rock solid customer service before sending your customers happily on their way. If your call center is experiencing higher call volumes, then you know […]

read more Posted on: April 03rd, 2014 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
Why banks want to improve their authentication processes

To understand what authentication and customer service issues banks are dealing with, we’re talking to financial institutions all the time. What we’ve learned is banks have been under immense pressure for years to do more with less. Sound familiar? Anyone reading this will understand what I mean. As corporate decision makers, we’re all under the […]

read more Posted on: December 04th, 2013 by Art Barger
Changing the economics of telephone contact centers

In today’s business operations, the reality is the phone channel has evolved. For many banks and large institutions, it’s their biggest expense, with eye-popping budgets that venture into the hundreds of millions of dollars. Despite these enormous expenses, big businesses continue to rely on knowledge-based authentication (KBA) that is either dead or dying. Many people […]

read more Posted on: November 27th, 2013 by Art Barger
Retaining customers through a better banking experience

The ability to retain current customers is essential to a bank’s bottom line. All financial institutions may provide banking services that meet customer demands, but nothing is more important to holding on to those customers than the customer experience itself. How a bank treats, services, and ultimately makes their customers feel, is vital to its […]

read more Posted on: October 30th, 2013 by Art Barger
Creating a culture of trust

We know that every ring, every greeting and every second counts in the overall call center experience. Putting anything else ahead of the customer’s time, their needs and trust will have a significant impact on the customer’s loyalty to your company. And that’s something none of us can afford to lose. When it comes to […]

read more Posted on: June 19th, 2013 by Art Barger
How much does the call center experience impact business revenues?

Transforming customer care is all about changing mindsets. It’s about figuring out how we can do things better, faster and more cost-efficient, then convincing upper management about the true financial benefits it can provide the organization. While every call center manager knows this, the challenge of actually implementing new ways of doing things can sometimes […]

read more Posted on: June 05th, 2013 by Art Barger
Study finds banks not meeting customer demands

Customer service has always been at the root of customer satisfaction. In the financial services industry, without providing an exceptional customer experience banks simply won’t be able to retain current customers or attract new ones. While we known the impact dissatisfied customers can have on a bank’s brand and overall success, a recent study by […]

read more Posted on: April 24th, 2013 by Art Barger
Phone-based authentication should enhance the customer experience, not erode it

Should banks add phone-based authentication? Any financial institution that provides services over the telephone channel needs to have some way to authenticate every call coming into their call center. While the answer to that question is pretty evident, the bigger question banks should be asking themselves is what type of solution best fits their business […]

read more Posted on: March 27th, 2013 by Art Barger
Using automated caller authentication to transform the customer experience

There’s always been this notion that once a process or system is automated, the people who once performed that task will soon be out of a job. While some tools have certainly earned that reputation, when it comes to automating customer authentication over the telephone, it’s not about replacing people. Rather, it’s about proactively detecting […]

read more Posted on: March 13th, 2013 by Art Barger
Security processes should not compromise customer service

For financial organizations that provide a service, what is it that keeps customers coming back? Since a product is not the competitive differentiator, is it speed? Convenience? Exceptional customer service? How about customer trust and confidence? And where does security factor in? For financial institutions, the answer to these questions could very well be all […]

read more Posted on: February 27th, 2013 by Art Barger
How pre-answered caller authentication helps prevent telephone bank fraud

Prevention vs. clean up. It’s a security question all financial institutions should ask themselves. When it comes to providing a trusted customer environment, banks are typically better at resolving problems stemming from non-predictive authentication and fraud than preventing them. That’s because they continue to allow criminals to get their foot in the door. What I […]

read more Posted on: February 20th, 2013 by Art Barger
How to turn telephone identity interrogations into better customer care

How confident are you that the next time one of your call center agents answers the phone the call will be handled safely and efficiently? If your contact center still relies solely on a host of challenge questions to identify customers over the telephone channel, my guess is your security confidence level falls a few […]

read more Posted on: February 06th, 2013 by Art Barger
Do your customer calls all look the same? They shouldn’t.

Without the ability to verify the Caller ID or ANI, all customer calls can look the same to call center agents. This a risky proposition for any financial institution that handles thousands of customer calls each day. In other words, if all calls appear the same there’s no way to answer some of the key […]

read more Posted on: January 30th, 2013 by Art Barger