customer satisfaction

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
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
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
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
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
Do you need to authenticate customer calls faster?
Do you need to authenticate customer calls faster?

Google’s public policy manager, Verity Harding, recently spoke to lawmakers in Brussels about the overwhelming process of screening video posts on its popular website, YouTube. With nearly 13 days of new content posted every minute, the challenge of screening all new posts is daunting, if not impossible. In the article, “The Tremendous Task of Policing […]

read more Posted on: February 05th, 2015 by Art Barger
Rediscover your call center’s core competencies
Rediscover your call center’s core competencies

The success of your contact center largely depends on your call center agents. By effectively resolving customer issues, they can save your contact center significant operating costs and provide better customer service that leads to increasing customer satisfaction rates. And we all know happier customers means returning business and sustainable profits. When you consider what […]

read more Posted on: October 08th, 2015 by Art Barger
Removing friction from your telephone banking experience
Removing friction from your telephone banking experience

The key to a great customer experience often comes down to frictionless authentication. Because customers would prefer to skip annoying telephone security questions, and knowledge-based authentication (KBA) continues to be an ongoing pain point for contact centers, a call that isn’t interrupted by a bunch of challenge questions or an intrusive authentication process is critical […]

read more Posted on: October 29th, 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
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
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
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 different forms of call center risk
The different forms of call center risk

Think fraud is the only risk to your contact center? While fraud can be costly and damaging to your brand, it represents just a piece of your overall enterprise risk. To ensure your call center is running on all cylinders, financial institutions look at many aspects of their operations, including costs, processes, performance, security, compliance, […]

read more Posted on: February 03rd, 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
How soon does your telephone security identify risk?
How soon does your telephone security identify risk?

Early, invisible call analysis is something all contact centers should aspire to. And why not? The sooner you can validate callers in the authentication process, you increase your chances at stopping fraud and creating a more satisfying customer experience for good callers. Put another way, the faster you can identify information about an inbound call […]

read more Posted on: March 09th, 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
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
Creating a frictionless customer journey
Creating a frictionless customer journey

Two-thirds of your consumers may believe talking to a live agent provides the most success for problem resolution, but that doesn’t mean they’ll stick around if the service is bad. According to the article, “New Study Reveals Customer Service Is Getting Worse,” 68 percent of consumers said phone calls are the best way to resolve […]

read more Posted on: October 05th, 2016 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 hidden threat of call centers
The hidden threat of call centers

The primary function of the contact center is to serve the needs of customers by answering questions and resolving issues relating to their bank accounts. To improve customer confidence and satisfaction, it’s essential to also create a safe and secure environment for customers to bank remotely. While we focus largely on protecting our enterprise from external […]

read more Posted on: February 02nd, 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
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
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
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 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
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