Creating a new customer experience

• Published in: Bank Systems & Technology Vol. 37; no. 1; p. R8
• Main Author: Floyd, Tony
• Format: Trade Publication Article
• Language: English
• 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
• ISSN: 1045-9472

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.