Striking a Careful Balance Between Banking Security and the Customer Experience
With the rapid push towards all things digital, cyberattacks against banks are on the rise. “Companies need to secure their […]
Average Hold Time (AHLDT)
It is the amount of time an agent needs to take a customer from the start of a call to
Average Handle Time (AHT)
An average handle time (AHT) is a weighted measurement of the amount of time it takes for an agent to
Seamlessly Integrating the Branch Experience
For many financial institutions, the pandemic unlocked opportunities for digital transformation. “As COVID-19 accelerates front-end digitalization, the customer experiences that
Virtual Care: For Patients, It’s Personal
The promise of quality virtual care has for years been just that—a promise. Then came the pandemic, which forced a
Digital Patient Experiences: Conundrum, or Connection?
Much has been written about the connection between physician and patient during an in-person visit. But what exactly is at
Branch Transformation: Providing an Omnichannel Experience
In a recent survey, 42% of respondents indicated that they would reduce their bank branch visits even after COVID-19 restrictions
Banking and the Human Experience
Banking relationships are built on trust, empathy, and communication. Banks have traditionally built and strengthened these relationships over time through