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Articles by Greg Phalin
The next frontier of customer engagement: AI-enabled customer service
How to engage customers—and keep them engaged—is a focal question for organizations across the business-to-consumer (B2C) landscape, where disintermediation by digital platforms continues to erode traditional business models. Engaged customers are more loyal, have more touchpoints with their chosen brands, and deliver greater value over their lifetime. Yet financial institutions have often struggled to secure the deep consumer engagement typical in other mobile app–intermediated services.
Using analytics to increase satisfaction, efficiency, and revenue in customer service
Payments providers that adopt advanced analytics to develop integrated approaches to customer service are seeing significant improvements. As payments providers around the globe cope with increasing pressure on revenues and margins, customer service is increasingly becoming an important asset for driving top- and bottom-line performance, and improving the customer experience.
Why your call center is only getting noisier
Investing in digital solutions to reduce call volumes and costs may not pay off if customer experience isn’t central to the effort. Across the customer-care sector today, less means more. Driven by a desire to reduce costs through operational efficiencies and provide a better customer experience to an increasingly digital customer base, executives are making reduction of volumes into call centers a key strategic goal.
Why your call center is only getting noisier
Investing in digital solutions to reduce call volumes and costs may not pay off if customer experience isn’t central to the effort. Across the customer-care sector today, less means more. Driven by a desire to reduce costs through operational efficiencies and provide a better customer experience to an increasingly digital customer base, executives are making reduction of volumes into call centers a key strategic goal.
Por qué su call center es cada vez más ruidoso
Invertir en soluciones digitales para reducir los costos y el volumen de llamadas puede no ser redituable si no se prioriza la experiencia del cliente. En el sector de atención a clientes actualmente menos significa más.
Por que o seu call center só fica mais barulhento
Investir em soluções digitais para diminuir os custos e o volume de chamadas pode não compensar se o esforço não estiver centrado na experiência do cliente. Hoje em dia, em todo o setor de atendimento ao cliente, menos significa mais.
Por qué su call center es cada vez más ruidoso
Invertir en soluciones digitales para reducir los costos y el volumen de llamadas puede no ser redituable si no se prioriza la experiencia del cliente. En el sector de atención a clientes, actualmente menos significa más.
Winning the expectations game in customer care
Call centers aren’t what they used to be. Here’s how to capture the loyalty of increasingly demanding customers. The customer, so the saying goes, is always right—and these days it’s increasingly evident that customers don’t hesitate to flaunt their power. Assisted by technology, they wield unprecedented influence over the purchase of goods and services, as well as the ongoing care from the companies that offer them.
Winning the expectations game in customer care
Call centers aren’t what they used to be. Here’s how to capture the loyalty of increasingly demanding customers. The customer, so the saying goes, is always right—and these days it’s increasingly evident that customers don’t hesitate to flaunt their power. Assisted by technology, they wield unprecedented influence over the purchase of goods and services, as well as the ongoing care from the companies that offer them.
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