According to the Ernst and Young Global Consumer Banking Survey, one-third of banking customers changed their service provider from 2011 to 2012. Because of this, it should go without saying that attention needs to be given to improving the customer experience side of banking. As financial institutions offer common incentives and services, perhaps the best way to turn is on improving the actual customer interaction – an improvement that a cloud contact center unquestionably brings to the table.
In the financial sector, there are many aspects that deal with remote customer interactions, from credit card hotlines to the bank’s standard customer service line. Although these larger conglomerates offer higher convenience and perhaps boast more credibility than their smaller, more local counterparts, these smaller banks have always won out in customer-satisfaction scores. This is because communication and interactions are more personalized and easier when brought on a smaller scale.
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