Harland Clarke Assists 300% Call Volume Spike during High-Impact Conversion
SF Fire Credit Union, founded in 1951 by San Francisco firefighters, with core values deeply rooted in trust, innovation, and member service excellence, sought to convert its 45,000 active online...
View ArticleHow Outsourcing Can Give Your Brand a Surprising Boost
Throughout many industries, outsourcing has become a powerful tool for supporting overall productivity and ultimately, the bottom line. Outsourcing and third-party augmented support can give financial...
View ArticleContact Center = Cost Center? Think Again. Instead, Try Contact Center =...
The contact center has changed dramatically, not just in the financial industry, but in all. While it’s true key stakeholders sometimes think of contact centers as “cost centers” — transactional in...
View ArticleForecasting Call Volume for a Conversion Event? Try These 5 Best Practices
Accurate forecasting is key to proper staffing and delivering a high-quality customer experience, so it is important to accurately predict how many representatives your institution will need during a...
View ArticleVoice of the Customer Helps Bank Deliver Best-In-Class Service “All Day Long!”
BrandBank named their superior service initiative “Brand Strong” and their rallying cry of “Brand Strong, All Day Long!” voiced BrandBank’s service standards and expectations for both...
View ArticleHonolulu Credit Union’s Instant Issuance Solution Leaves Members Delighted,...
To better serve its members, Aloha Pacific Federal Credit Union chose Card@Once®, the instant issuance solution from Harland Clarke, to enable its branch staff to immediately respond to members’ urgent...
View ArticleMy Institution’s Contact Center Disappointed Me. Then It Delighted Me.
Editor’s Note: In keeping with our mission of being the leading provider of customer engagement solutions, our Senior Copywriter (and newest blog contributor) David Rizzo wrote the following...
View ArticleWebcast: Delivering a World-Class Experience: Best Practices for Digital...
Get new insight into inbound events, their impact on your operations, and best practices to deliver a seamless organizational and account holder service experience. Presented by Harland Clarke.
View Article3 Misconceptions About Digital Banking Conversions
When it comes to digital banking conversions, few changes impact your customers more. Despite the large impact of conversions, many financial institutions go into them with pretty large misconceptions....
View ArticleManaging Change
Don’t underestimate the impact of your contact center as you manage change and build loyalty with customers.
View ArticleHarland Clarke Facilitates Regional Bank Expansion — Welcomes 30,000 New...
Are you preparing for a merger or acquisition? Welcome calls and inbound support are key to a seamless customer transition. Learn more about Harland Clarke ContactCenterCX – the best way to add...
View ArticleEpisode 9 – Rachel Sets the Rules: 5 Things to Consider Before Choosing A...
Director of Engagement Solutions, Rachel Scheuerman, shares why the lost art of listening is so important to customer satisfaction.
View ArticlePatelco Credit Union Puts the Focus on Member Service for Mass Card Reissue
Patelco Credit Union planned a mass reissuance of 160,000 debit and credit cards, it sought an experienced, third-party overflow supplier to provide member support and honor the credit union’s “highest...
View ArticleBetter Customer Service Means Increased Retention and Reduced Attrition for...
A mid-size bank in the northeast utilized Voice of the Customer, Powered by CSP, to develop and implement a comprehensive customer-based evaluation program that included real-time reporting and...
View ArticleContact Centers: Personal Touch is a Customer Experience Differentiator
While the digital experience has certainly become an increasingly key focus of financial institutions, the human, personal touch provided by contact centers remains a critical element of customer...
View ArticleTrendWatch 2018: Year of the Customer
The financial services industry is in a period of flux. Consolidating in some areas, expanding in others. As a response, it may be tempting for institutions to focus their attention inward — on...
View Article4 Reasons Why A Personal Touch Matters (And Why It’s Important to Millennials)
When it comes to customer engagement, most firms are actually lost on how to connect with their current and potential audiences in any meaningful way with a more personal approach — one with a more...
View ArticleHanging Up Happy: Turn Contact Centers Into Customer Satisfaction Centers
As customer satisfaction becomes the leading driver of a financial institution’s success, outsourcing contact centers services has evolved from a liability with a negative connotation to a competitive...
View ArticleThe Ultimate Guide to Successful Contact Center Outsourcing
As financial institutions navigate uncertainty and adapt to a new normal, third-party call centers are proving to be a vital part of a strong business continuity strategy, ensuring resilience and...
View ArticleHumanizing Customer Service for the Post-COVID Consumer
While technology and innovation have transformed how consumers and companies interact, one truth remains: consumers need human interaction. Read this engaging conversation between Terri Panhans, Vice...
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