Showing 1-1 of 1 results
-
How banks can put a lid on customer call volume
Business, Published on 02/11/2015
ยป Customer service at retail banks often resembles an arcade game called Whac-A-Mole, in which players use a mallet to pound a plastic mole popping up from different holes. Banks launch initiatives to eliminate the 50% to 70% of calls that typically are bad or avoidable -- those generated by errors or that should go to lower-cost or higher-service channels -- only to find that the total call demand stubbornly remains high. Take out call demand here and watch new call demand pop up there.
Your recent history
-
Recently searched
-
Recently viewed links