Customer experience (CX) has emerged as a crucial influence on market share among banking organizations. Financial institutions that invest strategically in CX achieve 2.5x higher wallet share and 1.9x higher customer satisfaction scores compared to their peers. 93% of banking organizations view CX as their primary competitive differentiator, which highlights the importance of a superior CX. However, there’s a crucial gap in how banks approach CX enhancement.

Business process analysis (BPA) is a powerful tool for streamlining operations, reducing costs, and improving efficiency. It offers a systematic approach to examining and optimizing the internal processes that drive your organization’s success. In this guide, we’ll explore the intricacies of business process analysis, providing you with the knowledge and tools you need to implement this practice in your organization.

Platform Release 708 contains 221 new features, improvements, and bug fixes from Web 24.38.3, Server 24.37, BI 24.36, Windows Agent 24.31, and Mac Agent 24.35 as well as other components since the last release. See the highlights below.

With so many devices and applications used by employees at work, it’s tough for companies to maintain visibility and control over network activities. User activity monitoring (UAM) software has emerged as a critical tool, empowering businesses to safeguard against data breaches, insider threats, and low productivity.

Employee burnout has become widespread, impacting employee well-being, job satisfaction, and overall organizational culture. As stress levels rise due to heavy workloads, lack of work-life balance, and unclear role expectations, many employees experience burnout. To maintain a positive work environment, employers need to recognize the warning signs and take proactive measures to support their employees’ mental health and overall physical well-being.

Imagine a workforce where employees are enthusiastic, motivated, and truly invested in the company’s goals. This is the power of employee engagement. It’s more than just job satisfaction; it’s a deep commitment and connection to the organization’s mission and values. Engaged employees have a direct impact on productivity. They are more likely to go the extra mile, innovate, contribute to a positive work environment and increase the success of organizational goals.

Quality assurance (QA) is the core of any successful call center operation. It ensures consistent, high-quality interactions with customers and leads to improved customer satisfaction, increased loyalty, and better business outcomes. Optimizing QA processes related to the customer experience can make or break a company. This guide explores proven strategies to enhance quality assurance in your call center, elevate your customer service, build customer loyalty, and improve customer retention.

Organizations are constantly striving to enhance workplace productivity and ensure smooth business processes. One method that has gained popularity is the implementation of employee monitoring systems. These systems, which utilize advanced monitoring technology, provide valuable insights into employee productivity and help improve team performance.

A quick search on LinkedIn will show that businesses are at their most experimental when it comes to understanding employee needs as a puzzle piece to overall business growth. Companies now understand that their HR teams can play a larger role in employee efficiency with a deliberate overhaul (or at least tweaking) of traditional HR processes. In this post, we’ll show you how your HR teams can approach process improvement in HR workflows in four steps.

Low response times, the inability to answer routine inquiries, and the lack of a single platform for customer data are the biggest challenges to excellent customer service. When your customer support agents at call centers are unable to give accurate responses to customers looking for assistance, you need to employ data-driven approaches and adequate training to address their knowledge gaps about the customer and your products.