How Banks are Driving Online Conversions & Building Customer Loyalty with Live Chat [ Source: Netop ]
February 2012- Live chat is essential to the success of the online channel for today's banks and credit unions. Its importance simply cannot be overstated.

At a time when customer retention is more important than ever, the value of quick answers and personal, human interaction is crucial, not only to achieve customer satisfaction, but to bolster the banking relationships upon which financial institutions are built. Live chat does that?while also driving conversions, lowering operating ...

State of the ECM Industry 2011: How well is It meeting business needs? [ Source: Kofax ]
July 2011- Over the last few years, Enterprise Content Management has been one of the fastest growing areas of IT, outstripping traditional enterprise applications with its double-digit growth. Driven partly by the need to contain content chaos, but more positively, by the need to maximize employee productivity, improve knowledge sharing and reduce fixed costs, ECM has taken its place at the IT top-table, both as a concept and as a product.

There is no doubt ...

Workforce Management Technologies Increase Profitability [ Source: Kronos ]
May 2010- IDC Financial Insight’s Analyst Connection discusses how an increase in innovation throughout financial services organizations will drive future success in 2010 and beyond. One key area of focus for financial institutions is the exploration of workforce management. Employees remain a key but often underutilized resource for all financial institutions.

Utilizing workforce management tools and technologies allows institutions to optimize the untapped opportunity their employees represent, not only to reduce cost and increase profitability, ...

Capture and Business Process: Drivers and Experiences of Content-Driven Processes [ Source: Kofax ]
July 2011- Over the years, we have charted a slow but steady increase in the number of organizations transitioning from basic scanning of paper documents for archive, to the more sophisticated recognition and capture of multi-format content as input to business processes. We have frequently recorded a strong return on investment performance from these scanning and capture projects, but, as evidenced by this year's results, there is a considerable variation in levels of adoption and maturity across ...

Customer-Centricity - Strategy for Survival [ Source: SunTec Business Solutions ]
July 2008- Customer relationships have taken center stage in the financial services industry today. In order to sail through the tough competition and sustain revenues, it is important for financial institutions to focus on retaining their profitable customers. Aiming to achieve customer-centricity, banks around the world have implemented various strategies -– some are enterprise-wide strategies while others are departmental -- but they still fall short of achieving substantial success. In essence, it is essential for banks to ...

5 Ways To Solidify Your APM Strategy With SaaS [ Source: OpTier ]
April 2013- The traditional approach to Application Performance Management (APM) is largely based on siloed tools that manage individual components of an application stack.The challenge is that these tools only give you one perspective of the application. What's been missing is an integrated solution that captures the full, end-to-end application perspective.

Learn how an Analytics-Driven, cloud-based APM solution can significantly improve your APM efforts by simplifying:

•??Problem Detection and Isolation
•??Cross-Functional ...

A Strategy for Governing IT Projects, Programs, and Portfolios Throughout the Enterprise [ Source: Oracle ]
March 2013- Making the right IT investment decisions is both critical and challenging. How can you help ensure that only the projects that provide the highest value to the business actually get implemented, even across such a diverse technology landscape?

Preparing CIOs for the Future of the IT PMO [ Source: Oracle ]
March 2013- In this whitepaper, learn about the benefits and challenges of getting an application rationalization effort started and implementing a strategic plan to quickly demonstrate results.

Reputational Risk and IT in the Banking Industry [ Source: IBM ]
March 2013- How IT risk management can shape the reputation and value of a company

It's no secret that the reputation of your financial institution is at risk every day. An IT issue can set in motion a series of events that can have significant impact on business value, affecting your firm's reputation.

IBM conducted a worldwide study examining how security and business continuity can shape the reputation and value of a company. ...

Bank on the Customer [ Source: IBM ]
March 2013- Customer Focused Enterprise in Banking

GBS White Paper: Forego creating products, "Bank on the Customer"

Though the global economy is still shaking off the effects of the past and current financial crises, banks in both the emerging and developed economies have an opportunity to manage enormous capital growth and wealth creation. To regain customer confidence and earn their slice of the increasingly competitive market, banks must transform themselves by jettisoning old, ...