Creating a new customer experience

To meet customer expectations, traditional call centers are evolving into Web-enabled, customer-focused multimedia service centers. This blending of high-tech and high-touch gives financial institutions a way to differentiate themselves from the pack - by providing a new customer experience. The new...

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Bibliographic Details
Published inBank Systems & Technology Vol. 37; no. 1; p. R8
Main Author Floyd, Tony
Format Trade Publication Article
LanguageEnglish
Published London Informa 01.01.2000
Subjects
Call centers
Costs
Customer relations
Customer services
Electronic mail systems
Financial institutions
Financial services
Multimedia
Service centers
Telephone banking
Voice recognition
United States > US
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Summary:To meet customer expectations, traditional call centers are evolving into Web-enabled, customer-focused multimedia service centers. This blending of high-tech and high-touch gives financial institutions a way to differentiate themselves from the pack - by providing a new customer experience. The new technology gives customers the real-time response and accessibility they demand, while the ability to record and analyze the customer experience shows financial institutions what they need to do to keep the relationship. The call center of the future will provide improved customer interaction services, such as: 1. intelligent call routing, 2. interactive voice response/speech recognition, 3. e-mail management, and 4. recording and analyzing the customer experience. Early adopters of Web-enabled call centers and multimedia services have already seen substantial cost reductions and increases in revenues and profits.
ISSN:1045-9472