Insight Center

By pairing data from the recently published BAI Retail Banking Outlook survey, and Harland Clarke’s personal data from years servicing the financial industry, we’ve compiled the following 5 trends to be aware of in 2017. Is your financial institution (and contact center) sufficiently prepared? Read on.

Did you know that 30 percent of your online banking users will call during a conversion? Or that, depending on the number of online users your financial institution has, your call volume could double? Just because your contact center works well now doesn’t mean it will continue to operate smoothly when there’s a new enterprise initiative launching, like a conversion.

Most financial institutions have estimates for their “normal” volume, but it’s easy to underestimate just how many customers will rely on service channels during a change event. For online and mobile banking conversions, anticipating customer needs and expectations is critical to ensuring success.