Contact centers and the digital transformation of banking

 0,00

WHAT IS IT ABOUT?

Inbound contact centers and their managers are facing difficulties nowadays. There are new processes, technologies, and a new way to measure success. In a global customer journey, the customer may be in control of the contact center journey, and a customer-centric culture can increase the focus on serving customers. Learn more about the role of contact centers and managers in a new digital bank.

  • The consultant from a large global corporation that wants to define his role in the new strategy.
  • The CIO that needs to prove a new business model for an existing activity of his business.
  • The CIO who wants to transform his organization by solving a service issue.
  • The specialist consulting firm that wants to sell a new service to its customers.
  • The outsourcing manager who wants to guide his team towards a new type of business model.
Banking
what is the contact center?

Contact Center
how does it work?

Problem
a problem in banking

Inbound Call Center
what happens when you call?

Live Agent
why do we still use live agents?

Self Service (SAS)
where are we going with self service?

Call Center Industry
how has the industry changed over time and will it change again in future years? (source) http://www-

As you can see, you're not asking your respondents for opinions, satisfaction or agreement. Our scientific research has shown that these are very bad fuel for algorithms. Instead, we ask for verifiable facts or -behaviour. For further reading, you can download our AMAIZE magazine dedicated to this topic or discover the scientific papers in the Resources section.

After you have downloaded this questionnaire, you can - in your Toolbox - edit, add/delete, and translate questions & answers to your liking. Clicking the "Help me PRAIORITIZE" buttons in the Toolbox activates our A.I. to help you finish your masterpiece..

Q. How is the mood of contact center staff?
  1. Not regularly assessed
  2. Periodic assessments performed
  3. Periodic assessments performed AND concrete follow-up from management on identified problems

Q. How do you improve service quality?
  1. Not especially
  2. By talking to customers (and/or staff) about their experience
  3. Using structured questions during my calls or in an after call interview (e.g. Moenius Method)
The artificial intelligence creating the questionnaires for the store has been inspired by over 11.000 whitepapers from more than 100 noted consultancy firms. Algorithms selected the 20% best papers and grouped papers from different consultancy firms into specific questionnaires. Why settle for less? Here is a summary how we did it.

If you feel you need outside support after conducting your assessment, we recommend the firms that have written the below mentioned whitepapers. Not having a paper selected does NOT mean that a firm does not give good advice.
NAMETITLE PAPER
oxeraHow-are-Italian-consumers-reacting-to-COVID-19-1.pdf
bcgPharma_Next-Billion_Patients_Dec_2012_tcm9-98897.pdf
infosysdigital-transformation-journey.pdf
cognizantcustomer-care-done-right-with-real-time-ai-codex3598.pdf
deloittedttl-humancapital-trends4-diversity-no-exp.pdf
pearlmeyercompensation-strategies-drive-value.pdf
infosysoptimizing-work-progress.pdf
kpmgme_health-ceo.pdf
You will download so much more than a set of questions and answers. This questionnaire contains everything for the full consultancy experience:
  • Respondent profiles for a helicopter view of your audience.
  • A maturity model with which algorithms calculate a six times smarter improvement target (compared to when you leave that to a human).
  • Improvement suggestions (per question) how to move from one answer to another
  • Suggested follow-on projects. After all, moving your organization from A to B might require more than just doing an assessment.
This English questionnaire is also available in Dutch, French, German, and Spanish.

Reviews

  1. Your review is awaiting approval

    Hi

    I wanted to reach out and let you know about our new dog harness. It’s really easy to put on and take off – in just 2 seconds – and it’s personalized for each dog.
    Plus, we offer a lifetime warranty so you can be sure your pet is always safe and stylish.

    We’ve had a lot of success with it so far and I think your dog would love it.

    Get yours today with 50% OFF: https://caredogbest.com

    FREE Shipping – TODAY ONLY!

    Best,

    Columbus

  2. Your review is awaiting approval

    Get The Worlds Greatest Magic Sand Free Beach Mat!

    Watch sand, dirt & dust disappear right before your eyes! It’s perfect for beach, picnic, camping or hiking.

    Act Now And Receive A Special Discount For Our Magic Mat!

    Get Yours Here: https://magicmats.co

    Many Thanks,

    Sterling

  3. Your review is awaiting approval

    Hey,

    I hope this email finds you well. I wanted to let you know about our new BANGE backpacks and sling bags that just released.

    Bange is perfect for students, professionals and travelers. The backpacks and sling bags feature a built-in USB charging port, making it easy to charge your devices on the go. Also they are waterproof and anti-theft design, making it ideal for carrying your valuables.

    Both bags are made of durable and high-quality materials, and are perfect for everyday use or travel.

    Order yours now at 50% OFF with FREE Shipping: http://bangeshop.com

    Enjoy,

    Carmela

  4. Your review is awaiting approval

    Hi there

    Looking to improve your posture and live a healthier life? Our Medico Postura™ Body Posture Corrector is here to help!

    Experience instant posture improvement with Medico Postura™. This easy-to-use device can be worn anywhere, anytime – at home, work, or even while you sleep.

    Made from lightweight, breathable fabric, it ensures comfort all day long.

    Grab it today at a fantastic 60% OFF: https://medicopostura.com

    Plus, enjoy FREE shipping for today only!

    Don’t miss out on this amazing deal. Get yours now and start transforming your posture!

    Enjoy,

    Georgianna

  5. Your review is awaiting approval

    World’s Best Neck Massager Get it Now 50% OFF + Free Shipping!

    Wellness Enthusiasts! There has never been a better time to take care of your neck pain!
    Our clinical-grade TENS technology will ensure you have neck relief in as little as 20 minutes.

    Get Yours: https://hineck.co

    Kind Regards,

    Adolfo
    Contact centers and the digital transformation of banking – PRAIORITIZE

  6. Your review is awaiting approval

    Hi!

    Ik kwam jullie LinkedIn bedrijfspagina op linkedin.com/company/transparencylab tegen en was onder de indruk van jullie content. Ik vroeg me af waarom jullie niet meer volgers hebben. Met Talos Growth kunnen we jullie bedrijfspagina laten groeien door het liken van berichten van geïnteresseerde bedrijven en individuen.

    Hiermee genereren jullie exposure en echte volgers die geïnteresseerd zijn in jullie bedrijf. Waarom is dit belangrijk? Omdat volgers uiteindelijk klanten, opdrachtgevers of zelfs medewerkers worden. Het is een geweldige manier om jullie zakelijke kansen te vergroten.

    Wil je onze gratis twee weken durende proefperiode proberen? Meld je aan via https://talosgrowth.com en zie zelf dat het werkt!

    Laat me weten als je vragen hebt of kijk op https://talosgrowth.com.

    Groeten,

    Max

Add a review

Your email address will not be published. Required fields are marked *

ALSO CHECKED THESE QUESTIONNAIRES?

READY FOR SOME SERIOUS BUSINESS?