Improving Data Collection Across Channels
With banks collecting information across so many customer service channels there are a lot of opportunities for error. Individual employees or customers could enter incorrect information, different data can be collected from different channels, new accounts can be mistakenly created for existing customers and so on. Putting verification software in place can help standardize data before it goes into the database, the paper recommends. And banks should create processes to make sure that the most important information is automatically verified across channels. Banks should also invest in improved search capabilities to help employees find the right records to help customers quickly and efficiently.
Jonathan Camhi has been an associate editor with Bank Systems & Technology since 2012. He previously worked as a freelance journalist in New York City covering politics, health and immigration, and has a master's degree from the City University of New York's Graduate School ... View Full Bio