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Outsourcing is a sure bet for financial services in 2023

Think Customers

Opinions show four areas of concern: high call volumes, long wait times, talent retention, overall CX costs. This is a question posed to two of TTEC’s banking and insurance experts —Group Vice President Kristen Hein and Vice President JoVanna Dukes during a recent LinkedIn LIVE webinar. A domino effect is hitting CX.

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How to Stay Close to Customers While Working From Home

CSM Magazine

The IoD survey echoed the earlier findings of researchers from Cardiff and Southampton universities, who found that 90% of employees would also prefer to continue working from home. Waiting times. He noted that a good blend of technology and human skills can be used to benefit both employee experience and customer experience.

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Call Center optimization: Tools and best practices to increase performance

NobelBiz

Hold Queues : Ensures calls are answered promptly, minimizing wait times. Call center optimization helps enhance the customer experience (CX) and acts as the linchpin in the relationship between a business and its customers. Achieving these goals requires a special balance between the human touch and technological innovation.

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5 Tips on AI-Powered Phone Lines

Call Experts

According to The State of IVRs in 2018 webinar, 83% of users would avoid a company after a poor experience with an interactive voice response. Impact of Customer Experience on Churn and Retention. 6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences.

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The High Cost of Low Agent Retention + NEW AUDIBLE VERSION

Lithium

Your customers will have longer wait times to speak with an agent, which decreases your NPS. Former agents will have an unsavory view of working for your company and, if motivated enough, will take their experience to employer review websites like Glassdoor and Indeed. Modernizing your digital care webinar.

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The High Cost of Low Agent Retention

Lithium

Your customers will have longer wait times to speak with an agent, which decreases your NPS. Former agents will have an unsavory view of working for your company and, if motivated enough, will take their experience to employer review websites like Glassdoor and Indeed. Modernizing your digital care webinar.