The fighting ground for customers has never been so fierce and competitive as today. Customers face significantly fewer issues in online purchasing than they did a few years back, but they are more likely to abandon shopping carts without completing a purchase as attention spans diminish to new lows in
If there’s any such thing as a new normal, digital is it. Digital transformation was already on everyone’s agenda in financial services, but COVID-19 has propelled it to the top of the list. According to Mike Mayo, a securities analyst at Wells Fargo, “what we’re seeing is the greatest acceleration
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A top 3 US financial services company.
Moving Customer Service Operations to an At-Home Model Part 1: Overcoming Security Challenges Implementing homeworking for your customer service operations can help ensure business continuity during times of heightened uncertainty. But protecting data from cyberthreats and other technology failures is a top concern for customer service leaders evaluating an at-home
Coronavirus business loans, known as BBLs and CBILS, are different to run-of-the-mill commercial loans. In our blog The call for a new approach to Recovery Loan Scheme, CBILS and BBLS account servicing, we outline why servicing these loans poses unique challenges for lenders. And how to tackle these with an
A lighter-touch approach to Coronavirus loans Government-backed loans issued as part of the Recovery Loan Scheme or its predecessors, CBILS and BBLS, will require a different approach to customer servicing. This has been recognized by the state-owned British Business Bank and the industry lobby group, UK Finance, which kicked off
The business case for using insourced teams in contact centres Managing persistent staffing challenges is an everyday reality for contact centre leaders Fluctuating call volume – perhaps over a weekend or the end of the month Temporary spikes in demand, e.g. from new products, regulations or just seasonal Temporary spikes
Work-at-home is the new normal: 3 reasons why it’s time to rethink your customer service staffing model Download now The sudden and unexpected onset of the Coronavirus pandemic has left most businesses, including customer service centres, struggling to ensure business continuity in the more immediate term. Switching even a part
Firstsource’s hybrid infrastructure allowed its employees to rapidly switch from an ‘on-premise’ to a ‘work-from-home’ model in the wake of the pandemic, delivering to SLAs while reducing attrition and shrinkage.
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