Consumers call for smarter contact centres

REUTERS

Consumers Call For Smarter Contact Centres

BT and Avaya research finds 70 percent of UK and US consumers think they often
know more than the contact center agent dealing with their inquiry.
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We'll pay by fingerprint: Almost half of shoppers would prefer a biometric test over other forms of payment, survey suggests

THE DAILY MAIL

We’ll pay by fingerprint: Almost half of shoppers would prefer a biometric test over other forms of payment, survey suggests

Almost half of consumers said they would be prepared to pay for goods by using fingerprint, palm print and iris scanners.

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End of chip and Pin? Shoppers test payment by fingerprint

THE TELEGRAPH (circ: 58,998,929)

End of chip and Pin? Shoppers test payment by fingerprint

Supermarket shoppers in France have welcomed new technology that allows them to pay for goods by having their fingerprints scanned.

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How technology will transform your visit to the supermarket

THE TELEGRAPH (circ: 58,998,929)

How technology will transform your visit to the supermarket

Jessica Winch looks at the technology set to speed up your shopping trips.

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Show Us The Money

OUTSOURCE MAGAZINE

Show Us The Money

An explosion in payment options, functionality and complexity is underway. What does this mean for business and outsourcers, all of whom need to optimise revenue, increase cross-sales while building the trust of the public?

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We'll pay by fingerprint: Almost half of shoppers would prefer a biometric test over other forms of payment, survey suggests

THIS IS MONEY (circ: 892,000)

We’ll pay by fingerprint: Almost half of shoppers would prefer a biometric test over other forms of payment, survey suggests

Almost half of consumers said they would be prepared to pay for goods by using fingerprint, palm print and iris scanners.

read the online article


Cafe and restaurant sector rated slowest service in retail

RETAIL GAZETTE (circ: 100,000)

Cafe and restaurant sector rated slowest service in retail

Just six per cent of shoppers have described payments taken in the café and restaurant sector as the fastest service according to research by WorldPay.

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Loyalty card usage plummets as shoppers become frustrated with paper vouchers

IT PRO PORTAL

Loyalty card usage plummets as shoppers become frustrated with paper vouchers

One in three UK shoppers fail to take value from customer loyalty schemes and are frustrated by the level of paper vouchers and receipts they receive, new research suggests.

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Loyalty card usage plummets as shoppers question value

NET IMPERATIVE (circ: 35,000)

Loyalty card usage plummets as shoppers question value

Loyalty cards and till receipts as we know them may soon be a thing of the past as millions of UK consumers demand smoother, better integrated shopping experiences, according to new research from global payments provider WorldPay.

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Contactless payments see a five-fold growth

CONVENIENCE STORE (interview piece, circ: 40,560)

Contactless payments see a five-fold growth

The contactless payment revolution continues to grow as monthly payments reached £45.2m in June of this year, a five-fold year-on-year increase on the previous year.

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Shoppers are driven by an acute need for speed

FRESH BUSINESS THINKING

Shoppers are driven by an acute need for speed

UK shoppers are driven by an acute need for speed and will often choose technology over personal interaction, an approach which is fuelling the uptake of new payment methods and transforming the traditional store experience.

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Bank staff in spotlight over fraud

FT

Bank Staff in Spotlight over Fraud

Fraud prevention service reveals surge in thefts of cash and identity at branches, writes Kate Allen. Theft by staff at banks other companies are on the rise, according to data released by the UK’s fraud prevention service Cifas.

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Technology can help reconnect with customers and rebuild trust

THE TIMES

Technology can help reconnect with customers and rebuild trust

It offers a “dream ticket” to boost business, cut costs and repair damaged customer experience. Rod Newing reports on the central role technology has to play in rebuilding reputations and relationships.

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UK US consumers want smarter contact centres

TELECOMPAPER

UK, US consumers want smarter contact centres

Seventy percent of UK and US consumers believe they often know more about the products and services they’re enquiring about than the contact centre agent dealing with their call, according to research released by BT and Avaya.

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Consumers call for smarter contact centres

VIRTUAL STRATEGY MAGAZINE

Consumers call for smarter contact centres

BT and Avaya research finds 70 percent of UK and US consumers think they often know more than the contact center agent dealing with their inquiry

read the online article


Consumers fear call centres
THE INDEPENDENT

Consumers fear call-centre security lapses

British consumers are living in fear of security breaches in firms they deal with on a daily basis, a new survey suggests.

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Bank contact centres top list of data security concerns for customers

COMPUTER WORLD

Bank contact centres top list of data security concerns for customers

Avaya survey shows companies risk losing out on business due to fraud fears. Banks have topped a list of organisations creating data security concerns for customers, a report has claimed, with call centre fraud one of the main worries.

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Brits wary of bank call centre
FINEXTRA RESEARCH

Brits wary of bank call centre security

Britons have little faith in the ability of banks to look after their personal information, with call centres seen as a particularly weak link in the security chain.

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Consumer distrust call centre security
RETAIL TECHNOLOGY NEWS

Survey: consumers distrust call centre security

Banks, retailers and mobile operators fare poorly in consumer perception stakes, as six million end relationship with organisations each year due to call centre security concerns

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Public relations: Lenders fail to capitalise on social media

FT

Public relations: Lenders fail to capitalise on social media

According to data from BT as part of its Youbiquity research, 25 per cent of 16-24-year-olds would like to use video chat to speak to a bank. Even so, obstacles remain.
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BT au chevet des décideurs européens

LA LIBRE BELGIQUE

BT au chevet des décideurs européens

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Autonomous consumers require multichannel service strategy

ZED NET

‘Autonomous’ consumers require multichannel service strategy

SINGAPORE–Customer “autonomy” is the new trend as consumers eschew traditional brand engagement and are now “supercharged” by their Web-enabled mobile devices to emerge independent, well informed, and connected across multiple channels …
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1:2 customers have no bank loyalty

VRL

1:2 customers have no bank loyalty

Half of customers think loyalty to banks is a thing of the past and 55% of consumers are more likely to switch banks due to bad service than for a better deal, research by BT and Avaya has revealed.

The Youbiquity Finance study, aimed at financial services organisations, identifies current and future consumer attitudes and behaviours …

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Estudio Youbiquity Finance Realizado

ELCONTACT.COM

Estudio Youbiquity Finance Realizado

Una investigación revela que los consumidores desean que las interacciones con las entidades financieras sean locales y personales

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Banking: A new model for delivering service?

BBA NEWSLETTER

Banking: A new model for delivering service?

Brain science is a hot topic as we try to make better sense of human behaviour through neuroscience and behavioural economics.

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Behavioural economics in the call centre: To BE or not to BE?

BANKING TECHNOLOGY

Behavioural economics in the call centre: To BE or not to BE?

How we access products and services and why we choose to speak to real life people has changed radically over the past 20 years. Jo Thomson details Procter research into how behavioural economics can add value to modern day customer interaction.

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4 brain secrets to influencing customers - Call Centre Focus

CALL CENTRE

4 brain secrets to influencing customers

Brain science is a hot topic in the media, business and government, as we try to make better sense of human behaviour through neuroscience and behavioural economics. Crawford Hollingworth and Jo Davies examine how this applies to today’s pressured contact centre.

Behavioural Economics (BE) shows that behind every customer decision there is a gut feeling, intuition, or rule of thumb. … read the online article


The big switch to smart service - Outsource Magazine

OUTSOURCE MAGAZINE

The big switch to smart service

With some organisations taking up to 70 million calls a year, and with workforces of close to 10,000 agents, outsourcers continue to be selected on the basis of their expertise in technology, process capability and forecasting… read the online article

This article republished courtesy of Outsource magazine www.outsourcemagazine.co.uk


Smart service - Financial Director

FINANCIAL DIRECTOR

Smart service

Customer service cost cutting strategies have damaged long-term revenue streams from customers. But adopting Smart Service could save money and boost returns… read the online article


Davies Hickman unveils new report as research reveals consumers frustrations with customer service

CALL CENTRE CLINIC

Davies Hickman unveils new report as research reveals consumers frustrations with customer service

Fragile consumer trust in brands and the growth of online brands such as Amazon and ASOS are forcing companies to radically re-think their customer service practices… read the online article