Think Customers

SEPTEMBER 21, 2022

These opposing criteria can strain contact center operations and effect their ability to provide customer service at the desired level. A recent poll suggests that financial services leaders see several items as the top CX issues facing the industry. The financial services industries are dealing with a different engagement level.

Financial 52

Financial Contact Center Banking First Call Resolution 52

CSM Magazine

OCTOBER 18, 2023

“Our mission is to help customers provide exceptional customer care through human-to-human engagement. By supporting training in local languages, we empower agents to deliver a superior customer experience, ultimately improving CSAT scores and call outcomes.”

Report 59

Report Feedback First Call Resolution Telecommunications 59

CSM Magazine

NOVEMBER 1, 2022

Zenarate’s AI Coach is used globally in over a dozen countries in 13 languages by leading brands in banking, healthcare, insurance, telecommunications, technology, and travel industries to improve CSAT and NPS, Conversion Rate, and First Call Resolution Scores. Key findings from the report: 1.

Trends 52

Trends Report Consumers Telecommunications 52

CSM Magazine

APRIL 5, 2018

ChatBots are being used in every industry vertical—retail, automotive, financial services, even healthcare—to replace humans in contact centres. Or can contact centres start to leverage the move towards AI and create a more customer-focused environment that will result in higher levels of customer care?

Customer Care 40

Customer Care Chatbots Average Handle Time Video 40

Pointillist

SEPTEMBER 10, 2020

While it does focus on the importance of context, the context employed by RTIM is typically limited to current and recent transactions, rather than a customer’s overall experience with the company. Effective journey management aligns each team around customer experience and provides the foundation for successful journey orchestration.

Customer Journeys 128

Customer Journeys Touchpoint Net Promoter Score Customers 128

Pointillist

MARCH 20, 2019

Here is how to calculate the impact of increased retention: Financial Services firm ‘X’ is trying to increase retention by improving customer experience. The table above shows how a lift of 10% in retention leads to a revenue increase of $105 million for this financial services firm.

ROI 59

ROI Customer Experience Self Service How To 59

CSM Magazine

DECEMBER 14, 2023

For customer care leaders, Call Analyzer utilizes a client’s existing call model within AI Coach to evaluate real-time agent calls. For more information, visit www.zenarate.com.

Contact Center 52

Contact Center First Call Resolution Telecommunications Insurance 52