Contact Centers Emerging technologies such as VoIP; voice- driven, self-service systems; and intelligent call routing systems can increase flexibility in the bank contact center, resulting in improvements in agent productivity and enhanced customer satisfaction.
Concerns about call quality, security, and infrastructure construction and management have kept some financial services organizations from investigating VOIP. But as the technology matures, that may be changing.
The online channel is an increasingly critical component in banks' efforts to build market share, improve customer retention and cross-sell. By utilizing search engine-based marketing, innovative banks can drive qualified traffic to their Web sites.