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 […]
Customer Experience
Average Hold Time (AHLDT)
It is the amount of time an agent needs to take a customer from the start of a call to
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
How UC Eliminates Friction in the Customer Experience
Due to the global pandemic, digital transformation has exploded in the banking industry over the last year. Financial institutions are
Creating a Cohesive Customer Journey Through Mobile Banking Applications
Consumer communication preferences have changed immensely over the last decade. Smartphones have become ingrained in the lives of consumers, certainly
The Shift from Digital Customer Service to Collaborative Banking Communications
Digital transformation has significantly impacted the way that consumers live and communicate today. It’s no secret that advancements in technology
Customer Experience Management (CEM or CXM)
CEM or CXM is a business method to industry and react to customer experience in a contact center in order
Longest Available Agent
Learn More: Are Your Technology Suppliers and Partners HITRUST Certified? Longest Available Agent – also called the Longest Waiting Agent