April 25, 2017
Case Studies
Deliver on core strategy delight customers
Digital Consult, strategy & growth
As retail banks try to make themselves nimble and more digitally adept, many overlook the contact center. These operations, known for their long rows of employees wearing headsets, have long been thought of as a cost of doing business, not as a key pillar of the retail bank of the future. Although bank contact centers now interact with customers across multiple channels, they still handle most transactions with customers by telephone, a technology invented in the 19th century.
But contact centers can become a powerful tool in digital transformation. As banks close their physical branches, they can revitalize their contact centers and establish them as a new omnichan.
Contact centers are uniquely positioned to identify friction and failure points in the digital experien ce, as tens of thousands of customer interactions may flow through the centers each day, providing a wealth of data. Often, customers try to resolve their issues digitally and call only after they’ve been unable to do so. These callers can provide valuable insights into how banks can improve the digital experience.
- Banks can also use contact centers to help drive digital adoption by prompting customers.
- Customers who call in for help on a relatively simple transaction can be coached.
- Customers do more of their everyday banking digitally.
Contact centers are uniquely positioned to identify friction and failure points in the digital experien ce, as tens of thousands of customer interactions may flow through the centers each day, providing a wealth of data. Often, customers try to resolve their issues digitally and call only after they’ve been unable to do so. These callers can provide valuable insights into how banks can improve the digital experience.
SContact centers are uniquely positioned to identify friction and failure points in the digital experien ce, as tens of thousands of customer interactions may flow through the centers each day, providing a wealth of data. Often, customers try to resolve their issues digitally and call only after they’ve been unable to do so. These callers can provide valuable insights into how banks can improve the digital experience.
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January 16, 2025Dora Greene
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January 16, 2025Ida McGee
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January 16, 2025Roxie Santiago
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January 16, 2025Dylan Bradley
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January 16, 2025Lelia Lindsey
January 16, 2025Lenora Leonard
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January 16, 2025Aiden Hammond
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January 16, 2025Maria Cohen
January 16, 2025Augusta Huff
January 16, 2025Bertie Norton
January 16, 2025Sophia Ballard
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January 16, 2025Kathryn Hogan
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January 16, 2025Brian Becker
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January 16, 2025Rosetta White
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January 16, 2025Anthony Owens
January 16, 2025Sallie Fleming
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January 16, 2025Cecilia Oliver
January 16, 2025Cameron May
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January 16, 2025Augusta Price
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January 16, 2025Ray Porter
January 16, 2025Pauline Harvey
January 16, 2025Chad Griffin
January 16, 2025Gregory Fitzgerald
January 16, 2025Cordelia Curtis
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January 16, 2025Andrew Green
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