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News : National Bank of Bahrain Launches Improved Communication Channels

#contactcenterworld

Manama, Bahrain, Oct, 2020 -- National Bank of Bahrain (NBB) has introduced new and improved customer communication channels, which have been integrated and now fall under the dedicated contact centre, ensuring consistency across all platforms.

The bank has taken the initiative to further expand its contact points with the customer and also to ensure a faster response time.

NBB announced the web chat service currently available on the website and the WhatsApp service are to ensure all customer needs are met instantly.

Also, based on cutomers feedback, the bank has improved its IVR platform, which will now provide account details, IBAN numbers and bill payments among other services.

NBB chief executive Jean-Christophe Durand said, "With the bank’s communications channels, including social media, email and website contact and product enquiry forms now being further monitored and attended to with greater care by the contact centre, the customer experience will be significantly enhanced.

"Through integrating the management of our social media channels including Instagram, Facebook, Twitter and website we have been able to unify client responses and optimise response times, allowing us to better serve our customers."

Meanwhile, a separate announcement said NBB has gone live with the latest version of Fusion Kondor, Finastra’s treasury management solution.

The move is expected to automate the bank’s treasury and trading operations, including price calculations, trader activity monitoring and risk management, enabling it to offer new products to customers, grow its market share in Bahrain, as well as expand into new markets.

Maha Al Mahmood, head of treasury customer service sales flow business at NBB said, "Treasury is an integral part of the bank’s operations and its revenue stream. Automating this part of the business means that we can further improve the customer experience and expand our operations."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.zawya.com


Today's Tip of the Day - “Niceness” Alone Doesn’t Create Customer Loyalty

Read today's tip or listen to it on podcast.

Published: Tuesday, October 6, 2020

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2021 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.
PH: 508-862-8600

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.
PH: +1-773-325-0608

3.) 
OpsTel Services

SPEED
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.

Speed features:

*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 Performance Monitoring
PH: 1+480-435-9390
 

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This Expert Panel virtual event invites you to talk with Calabrio’s cloud-smart experts about how your contact center can accelerate your cloud transformation and power tangible results for your business. Insights discussed are based on Calabrio's re... Read More...
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