Perspactives: OutsourcingDecember 11, 2005Outsourcing Having accepted outsourcing and offshoring as more than cost-cutting strategies, banks are reevaluating which parts of their businesses to outsource. As a result, they're not only gaining efficiencies and access to better technology, but also i
Contact/Call Centers June 01, 2005No longer just about back-office servicing, contact and call centers now provide banks with an opportunity to nurture customer relationships. Supported by integration and productivity tools, call centers have become proactive - rather than strictly reactiv
Contact Centers October 28, 2004Now that financial institutions' contact centers have evolved from facilities that answer customer questions to true profit centers, it's critical for banks to have well-trained contact center personnel and to implement the latest self-service and voice te
Disaster Recovery and EBPP Spending To Rise In 2002February 21, 2002Heightened sensitivity to IT security post-September 11 and the need to boost technology ROI will lead to an increase in disaster recovery and EBPP spending at banks, according to Datamonitor.