Empathetic Engagement: The right way to engage customers “It was the best of times, it was the worst of times” is how Dickens started his famous book “A Tale of Two Cities.” Unfortunately, we are in the midst of one of the worst times. The world [...]
How to Hit the Customer Experience Homerun with First Call Resolution Customer satisfaction is a sure shot to business success. Every leading entrepreneur worth his salt, from Jack Ma to Bill Gates, agrees. One of the key metrics to measure customer experience is the rate of [...]
The Evolution of Upselling for Better Customer Experience Most people have been on the receiving end of a phone call with a banking sales rep trying to sell them a “platinum” credit card. Or been subjected to a car dealer swearing on the utility of an [...]
Success Story: Redesigned Customer Experiences for Retail Forex Trading Company Allsec has implemented a robust approach to compliance for this client with operations in 6 different countries. Through a combination of knowledge building, analytics-driven decision making, and process improvements, we have delivered a significant reduction in [...]
No matter what the nature of business, if it involves extending a line of credit, then bad debt is an outcome one must be prepared for. A study from Atradius in 2016 about payment practices revealed that 48% of customers delay payments. Although delayed payments can [...]
The first and last months of every year is packed with festivity and joy. For people, the holiday season is all about down time, binge-watching, binge-eating and impulsive shopping, which translates to increased business opportunities. The holidays can be a crucial period for businesses - holiday [...]
The payment experience for customers is in desperate need of an overhaul. Despite technological advancements and availability of third-party customer service outsourcing opportunities, billing and collection systems are still rudimentary at best. Especially when it comes to the healthcare industry, where patients are taking on more [...]
When you walk into a bank’s physical branch, how many millennials can you seen swarming the counters? Probably none. Gen Y is also becoming an endangered species in traditional financial outlets. These tech-savvy customers tend to gravitate towards mobile and phone applications for most of their [...]
Traditional banks can leverage fintech collaborations to end the onslaught of challenger banks. Here's a look at how that combination can elevate customer experience - the number one factor for brand loyalty.
Loyalty is a brownie point. Great CX is indisputable. Outsource customer experiences to get them right, every time.