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.
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.
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.
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
IRVING, Texas, March 4, 2013 /PRNewswire/ — Seventy percent of consumers
believe they often know more about the products and services they’re enquiring
about than the contact center agent dealing with their call.
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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
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.
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.
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. According to a poll of 2000 people, commissioned by vendors Avaya and Sabio, 46% suspect high level breaches of security at financial institutions, compared to 40% for mobile phone companies and 37% for retailers.
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
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.
‘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
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 …
Estudio Youbiquity Finance Realizado
Una investigación revela que los consumidores desean que las interacciones con las entidades financieras sean locales y personales
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.
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.
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
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
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
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