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Voice Analytics Enhancing Customer Experience in the Banking and Financial Services Industry
…include advanced search and filtering, enterprise-grade speech recognition and transcription, contextual call playback data, tagging and commenting, transcript visualization, and full PCI redaction. The search works in a custom fashion….
Read moreCrafting a Customer Experience Symphony With Cloud Technology
…the cloud, it is effortless to be compliant as the infrastructure providers are already compliant with most standards expected of a contact center – TCPA and CFPB regulations, PCI standards,…
Read moreWhat Is the Secret to Fine-Tuning Your Customer Experience?
…arrival and departure journeys and unique offerings like: Catch a movie – they have a free cinema on offer. The movies play continuously, and you have comfy seats. Check out…
Read moreHow Do You Drive Growth – The Contact Center Way?
…most organizations view contact centers as cost centers. I was moderating a panel discussion, and one of the panelists, a renowned customer experience specialist, mentioned that contact centers would be…
Read moreEngage Your Customers at Every Step of Their Buying Journey!
…How Do You Know What Is a Trendy Gift? This is where analytics come into play that allows you to pick and choose what is in vogue when it comes…
Read more5 Things You Should Be Aware of Before Outsourcing Your Customer Service Operations
…the outsourced partner understands the tone of your company voice. This is the vital component of having a consistent customer experience across the customer journey. Create a set of brand…
Read moreIs Customer Satisfaction the Right Metric to Measure?
…examples, while the customers were generally satisfied, they eventually switched to the competitors. This demonstrates that while customer satisfaction is important, it’s not the sole determinant of customer loyalty. Factors…
Read moreWhat Is the Difference Between Customer Service and Customer Support?
…with your customers in multiple ways while providing customer service – website, chatbots, messaging apps, email, voice, and social media. What is Customer Support? In contrast, customer support is far…
Read moreEnhancing Customer Engagement through Digital Channels
…the best possible customer experiences. When your products or services are comparable to your competitor’s offerings, you know that you need to differentiate, and the only differentiator is the experience…
Read moreHow Do You Offer Tailormade Services to Your BFSI Customers?
…collecting data from various sources – websites, banking & insurance apps, chats, call centers, social media, including their social profiles, and interactions with your relationship managers. Once you have this…
Read moreAre Your Agents Leaving Money on the Table?
…the right guy. Mr. Right was given the mandate of improving the efficiency of the call center. He was given a free hand to implement what he thought was appropriate…
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