Contact centers and the digital transformation of banking

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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.

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