Today’s retail banking customers aren’t getting high-quality experiences from their contact centers. According to data from Deloitte, banking customers are less satisfied with contact center experiences (46% positive) than they are with online...
As consumers today, we are experiencing AI and automation more than we realize. Consider these scenarios: you just made a dinner reservation, you paid your utility bills, you transferred money to a friend. Chances are you did not even bat an eyelid...
Contact centers worldwide follow standard metrics that show the service accessibility, the number of agents needed, level of service delivered compared to the industry, etc. Typical metrics include – First Call Resolution (FCR), Average Handle...
Imagine a banking BPO getting hundreds of loan applications each day from scores of countries that the bank services worldwide. If humans were to work on this unassisted, it would be inefficient, and error-prone leading to incorrect decisions....
The banking industry has been an early adopter of digital transformation. Today upstart fintech players are mushrooming thanks to low entry barriers, better innovation, and less red tape. The growth of non-traditional banks has driven the incumbents...
Over the last 12 years, the retail banking industry has experienced two massive economic downturns. In 2009, retail banking had to undergo a fundamental structural shift resulting from the financial crisis and had to rely heavily on financial...
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