Harland Clarke Digital Rescues Conney Safety® From ESP Indifference
Conney Safety, a distributor of workplace safety products and equipment, was maintaining a steady line of communication with its customers — regularly mailing more than 1.5 million news and product...
View ArticleChange Management – Contact Center Ensures Smooth Card Activation for...
Take advantage of onboarding opportunities. A personal welcome goes a long way to making a positive first impression. This type of communication strengthens new relationships and paves the way for...
View ArticleClient Stories: The First National Bank of Beeville
Brian Schneider, President & CEO of The First National Bank of Beeville, Texas describes his experiences working with Harland Clarke at three different financial institutions.
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 ArticleUsing Voice of the Customer to Improve Customer Satisfaction and Employee...
A regional bank in the southern U.S. utilized Voice of the Customer, Powered by CSP, to identify the key drivers of the customer experience. Two years after implementation, the bank enjoyed significant...
View ArticleClik here to view.
Move ‘Em Out to Make ‘Em Happy
It’s no secret that the number of branches for banks and credit unions has been decreasing steadily over the past several years. This has caused the monthly number of branch transactions to plummet....
View ArticleBank Improves Customer Service With Customized Mystery Shop Program
A thrift-based community bank known for its focus on customer service was unhappy with the “cookie cutter” approach its mystery shopping vendor provided. It wanted a vendor that could produce...
View ArticleEMV – One Year Later
Nothing about change is easy, fast or seamless. This has certainly been the case with the EMV transition over the last year. There’s been a significant amount of difficulty and disorganization that’s...
View ArticleVoice of the Customer Helps Improve Member Satisfaction And Boost Sales for...
Member satisfaction numbers increased in almost every category within the first six months of implementing the Voice of Customer solution. Improvement to service levels translated into a significant...
View ArticleThree Challenges to Outsourcing Your Contact Center (and How to Tackle Them)
You may be looking for an external contact center provider for a variety of reasons: to handle spikes in call volume during an online banking or mobile conversion, to handle overflow for regular...
View ArticleFive Best Practices for Selecting a Contact Center Supplier
Do a quick Google search and you’ll easily find statistics about the impact poor customer service can have on a business: An estimated $41 billion is lost each year to poor customer service. 67% of...
View ArticleHow to Measure and Communicate Critical ROI Metrics During Your Next Contact...
During times of change — or in the event of the unexpected, like a natural disaster or security breach — ensuring customer satisfaction is a top priority, and measuring the return on investment (ROI)...
View ArticleYour Contact Center’s Impact on a Successful Online Conversion
With all the moving parts that go into making an online conversion successful (marketing, sales, service, technology, security, etc.), it can be easy to overlook the contact center. After all, it’s a...
View ArticleFighting Back Before a Hack Attack
Timing is essential when a cyber attack occurs. Quickly disseminating information to affected account holders is at the core of any practical communications strategy. Following best practices when...
View ArticleHarland Clarke’s “BURST” Solution Facilitates Regional Bank Expansion —...
Camden National Bank needed a flexible, experienced contact center supplier with a proven track record that was able to scale outbound call support as a seamless extension of the bank. Harland Clarke...
View ArticleInbound Call Support Eases Online Banking Transition for Thousands of Customers
A community bank with nearly 150 years of experience decided to change its online banking application provider after receiving feedback from its customer base. The switch required all online banking...
View Article10 Account Holder Expectations Your Contact Center Can’t Afford to Ignore
You’ve probably heard this statistic: For businesses it is 6-7 times more expensive to acquire a new account holder than it is to keep a current one. With more account holders becoming vocal about...
View ArticleDispelling the Myths of Contact Center Outsourcing
When it comes to a core customer service function like a contact center, an impending change such as an online conversion or branch closure can potentially impact your brand and level of service your...
View ArticleManaging Change
Don’t underestimate the impact of your contact center as you manage change and build loyalty with customers.
View Article