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Dialing In: Enhancing the Call Center Experience Product Image

Dialing In: Enhancing the Call Center Experience

  • ID: 1652331
  • March 2011
  • 47 pages
  • Datamonitor

The call center remains an important part of the banking experience. Although it is generally less popular than the branch and has been eclipsed in some areas by the online channel, consumers remain comfortable with the convenience of telephone banking. Technological advances mean that call centers will continue to develop going forward and will remain a key part of a multi-channel experience.

Features and benefits

- Uses proprietary surveys to gain insight into consumer attitudes and behavior towards the call center channel.
- Investigates the future direction of telephone banking as technology develops.
- Provides case studies of best practice examples from across the globe.

Highlights

- Despite advances in other channels, consumers and financial services providers agree that call centers remain an important part of the overall banking experience. For banks the call center is an important channel of interaction that permits closer contact with customers. Strategically this allows them to drive consumer loyalty and cross-selling.
- As a result of greater automation and the standardization of services, companies may be able to use customer service READ MORE >

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