Banks are turning to tools like voiceprint tech and fingerprint verification to deliver a personalized, yet secure, experience for customers who use their call centers, says TD Bank Head of U.S. Contact Centers Lindsay Sacknoff. In the latest Call Center Commerce Tracker, she discusses how...
Artificial intelligence (AI) remains one of the most interesting technologies to call centers that are looking to better support and engage customers across their many channels. Whether bank or business, call centers need to make sure they’re providing an innovative, robust experience for the customer...
Slow service doesn't fly when customers connect with airlines across different channels. That's why airlines are turning to artificial intelligence (AI) to give human agents more customer insights and reduce tedious wait times, says Tori Forbes-Roberts, vice president of reservation sales, customer care and digital...
Consumers today want more from customer service than a long wait time and broad answers when getting through to a human agent by phone. To better service a customer base that wants more personalization in their relationships with businesses and merchants, more call centers are...
May 15, 2019
Call centers are experiencing increasingly greater volumes, with more than 55 billion agent-assisted calls being handled each year in the U.S. alone. Any business with a call center needs an efficient way to respond to this high volume of customer inquiries. To maximize call centers’ capabilities and efficiency, operators are turning to a host of […]
September 21, 2018
Governments may not be known for keeping up with cutting-edge technology, but that doesn’t mean they don’t take note of the trends — especially when it comes to tools for...
July 13, 2018
Call center service providers are increasingly automating their processes to speed up their payments acceptance, while reducing associated costs. Debt collection agencies, for one, increased their use of interactive voice...
May 14, 2018
Call centers are where customers turn when they can’t find answers online or need support to work through complex matters. But call centers could benefit from support of their own,...
