Post Tagged with: "call center"

Repeat After Me: ‘I Will Not Overspend on Telecom’

Repeat After Me: ‘I Will Not Overspend on Telecom’

by October 6, 2014 at 7:28 pm 0 comments

An unmanaged or undermanaged telecom environment will eventually put an institution on the upper end of the spending spectrum.

Do We Need Better System Integration or Fewer Systems to Integrate?

Do We Need Better System Integration or Fewer Systems to Integrate?

by September 3, 2014 at 4:22 pm 0 comments

Our customers’ yardstick for rating their banking experience is Apple, Amazon and other non-bank players. We have a lot of work to do on the delivery front.

Everybody Wants Some (CRM) – How ’Bout You?

Everybody Wants Some (CRM) – How ’Bout You?

by June 23, 2014 at 7:59 pm 0 comments

As financial institutions consider launching or reinvigorating their CRM efforts, here are four considerations recently learned from the banking trenches.

What Would Jeff and Steve Say?

What Would Jeff and Steve Say?

by March 17, 2014 at 7:52 pm 0 comments

When you are dealing with increasingly tech-savvy clients who live and breathe on the web and social media, the experience you give them will be your brand.

Getting Real with Customer Experience

Getting Real with Customer Experience

by January 27, 2014 at 4:52 pm 0 comments

If we understand the realities of what customers expect and what we can influence, we can and will be more relevant to our customers, and they will spread the word.

The 2013 GonzoBanker Awards

The 2013 GonzoBanker Awards

by December 19, 2013 at 8:01 pm 1 comment

Time for us to toast the mighty, recognize the innovators, skewer those who have rambled off the path of righteousness, and poke a little fun at all of the above.

HSBC Amends Policies in Wake of Criticism

HSBC Amends Policies in Wake of Criticism

by December 5, 2013 at 5:50 pm 0 comments

When Brett King speaks, HSBC listens. Eventually. Author and CEO of bank startup Moven Brett King was surprised to find that his HSBC business account had been closed without warning on the Friday following Thanksgiving. He took to the phone, then to Twitter, where the incident caught the attention of industry watchers.Read More

The IT Group is Not Your Business Partner

The IT Group is Not Your Business Partner

by October 29, 2013 at 6:04 pm 0 comments

As long as you let a legacy organizational model separate technology knowledge from business knowledge, you can be sure the Blame Game will continue.

10 Ways to Put Relationships Ahead of Revenue

10 Ways to Put Relationships Ahead of Revenue

by July 9, 2013 at 5:54 pm 1 comment

We need to do everything we can to prevent the decoupling of the payment account relationship.

Does Your Bank Test and Learn?

Does Your Bank Test and Learn?

by April 19, 2013 at 2:09 pm 0 comments

With significant competitive threats, limited discretionary resources and higher levels of uncertainty, bankers need to more seriously adopt a “TEST AND LEARN” approach to their strategic initiatives.