By Paul Logan, Contact Solutions | November 26, 2012
Most banks set up a contact center strategy and then leave it be, when they should be constantly looking to improve it. Here are 10 steps banks can take to optimize their customer experience with the contact center.
By Chuck Hall and Kevin Reilly, Avaya | November 20, 2012
Today’s most prescient banks are now providing customer service via advanced contact centers that can handle customer interactions in myriad forms, such as e-mail, mobile texts, and Web and video chats.
Banks need to invest in new ways to generate revenues and improve customer satisfaction through better, more consistent service across emerging channels—while under intense pressure to improve operating costs and meet the growing range of compliance requirements.