In wanting to encourage long-term relationships with its retail brokerage customers, Bank of America has very much a 21st-century outlook. Until recently, however, it had to make do with Stone Age tools.
Three new bank branches have opened within a two-block radius of my office in midtown Manhattan. What is interesting is that none of these new branches goes by the name of Citibank or JP Morgan Chase. My new banking neighbors are Commerce Bank, North Fork Bank, and Washington Mutual.
Mechanics Bank has increased its call volume to between 800 and 1,000 calls daily, reduced its abandoned call rate, and lowered customer wait time to one minute or less using an agent productivity suite.
After certain shared catastrophic events, we experience the cycle of healing as a group. We're in the midst of such a phenomenon now. The attack and collapse of the World Trade Center occurred a year ago this month, yet it already seems like something that happened a decade or generation ago.
National Commerce Financial Corp. wanted more than the typical transaction-based solutions being offered on the market. To give its customers a more personalized experience, NCF decided it had to build its own system.