Financial institutions now recognize the importance of communicating to account holders through multiple channels. But they often overlook one critical success factor – retail staff.DOWNLOAD PDF
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.
Fewer branches translate to fewer face-to-face interactions with account holders, leading to further migration from the physical branch to digital channels. While online, mobile and the contact center are important to overall customer experience, fewer branches mean the frontline staff has an even larger impact — for better or worse.
We don’t believe you should think of brick and mortar locations and your institution’s digital presence as adversaries. In order to win in today’s era of customer engagement, online and offline locations need to work in tandem – seamlessly.