The benchmark encompasses 35+ key performance indicators (KPIs) applicable to major banking lines of business. The data assembled represents the most relevant and informative KPIs and produces meaningful and actionable insights. The simplified benchmark produces easy-to-digest reports, including access to a Business Intelligence tool.
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By participating quarterly, the banks receive regular feedback on their comparative performance and are able to track their improvement over time. The quarterly reports aggregate and summarize the data in both an interactive dashboard and PDF. "We are delighted with the initial results of the benchmark and look forward to gathering data over a longer period to develop deeper insights that will help our clients," says Burnie Group Principal and Founder David Burnie. "We look forward to taking this benchmark to other industries."
"This benchmark is different than others," says Eli Federman, Omnichannel and Contact Centre Practice Leader at Burnie Group. "We pride ourselves on being helpful to our clients, and in this case, that means strong engagement and collaboration combined with providing meaningful and actionable insights. We are incredibly excited about the outcomes so far and look forward to significant growth and expansion in the future."
Posted by Veronica Silva Cusi, news correspondent
About The Burnie Group:
The Burnie Group is a Canadian-based management consulting firm that helps clients improve their performance through the application of innovative strategy, rigorous analysis, world-class technology, and the continuous pursuit of operations excellence. The Burnie Group specializes in Customer Experience, Strategy, Operations, Robotic Process Automation (RPA), Artificial Intelligence (AI), and Blockchain. Our programs deliver measurable, transparent, and guaranteed results.
Published: Tuesday, May 25, 2021
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.
CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.
This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.
SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.
Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.
Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.
*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.
|4.)||Teckinfo Solutions Pvt. Ltd.|
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.
InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.