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Banks are turning to tools like voiceprint tech and fingerprint verification to deliver a personalized, yet secure, experience for customers who use their call centers, says TD Bank Head of U.S. Contact Centers Lindsay Sacknoff. In the latest Call Center Commerce Tracker, she discusses how...
The latest Call Center Commerce Tracker looks at how call centers are using artificial intelligence (AI) and biometrics to keep customers satisfied and safe, as well as new voice and visual trends. Get the Full Story Complete the form to unlock this article and enjoy...
Artificial intelligence (AI) remains one of the most interesting technologies to call centers that are looking to better support and engage customers across their many channels. Get the Full Story Complete the form to unlock this article and enjoy unlimited free access to all PYMNTS...
Slow service doesn't fly when customers connect with airlines across different channels. That's why airlines are turning to artificial intelligence (AI) to give human agents more customer insights and reduce tedious wait times, says Tori Forbes-Roberts, vice president of reservation sales, customer care and digital...
Consumers today want more from customer service than a long wait time and broad answers when getting through to a human agent by phone. Get the Full Story Complete the form to unlock this article and enjoy unlimited free access to all PYMNTS content —...
With each call center generating more than 30,000 hours of interactions weekly, it's nearly impossible for analysts to find valuable customer data among the noise. In the latest Call Center Commerce Tracker, call center provider Genesys' Paul Lasserre, VP of AI, and Gnan Gowda, senior...
Get the Full Story Complete the form to unlock this article and enjoy unlimited free access to all PYMNTS content — no additional logins required. yesSubscribe to our daily newsletter, PYMNTS Today. By completing this form, you agree to receive marketing communications from PYMNTS and...
Millennials have long borne the blame for a variety of problems in commerce, including the decline in popularity of diamonds and certain fast casual restaurants. Now that segment of young consumers — who are not so young anymore, and are approaching peak earning years — are...
