customer retention

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 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
The challenges of upgrading your call center
The challenges of upgrading your call center

To ensure your contact center is providing the highest level of customer care and support, you need to evolve your operations by deploying the latest tools and services. However, integrating new technology oftentimes requires updating your phone system and other supporting hardware. These upfront implementation costs don’t include ongoing investments in the countless hours and […]

read more Posted on: October 13th, 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
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 strong is your bank’s human connection?
How strong is your bank’s human connection?

Banks cannot buy or sell trust. They’ve got to earn it, one human connection at a time. While self-service digital banking products can satisfy your consumers’ needs to check their balance or make a transaction whenever they want, the absence of human interaction doesn’t strengthen the level of trust between banks and customers. The daily […]

read more Posted on: March 16th, 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
Brand loyalty is more than skin deep
Brand loyalty is more than skin deep

In many ways, your brand is the face of your company. Or, at the very least your team mascot. When people see your logo, there’s an immediate recognition of what your brand stands for. But brand impressions are more than skin deep. We all know a person’s brand interpretation varies based on their unique personal […]

read more Posted on: June 18th, 2014 by Art Barger
Consumers still picking up the phone for customer service

Nothing reassures customers more than human interaction. With all of the sophisticated business tools out there designed to move sales along, when customers have questions or run into a problem, they’re more likely to pick up the phone to resolve the issue. In the article, “Why Online Customers Still Want To Talk To Customer Service,” […]

read more Posted on: November 13th, 2013 by Art Barger