In the fast-emerging world of being “Open 24 Hours,” financial institutions have the opportunity to simultaneously increase their service capacity, market coverage, operating efficiencies, customer value and revenue.
Having the right people, with the right skills and access to the capabilities that process customer service requests is essential. More importantly, providing your service dynamically, while the customer is engaged in the conversation will set a new standard for customer value and convenience.
What is the secret sauce that will make this possible? To realize this potential, we need to re-orient our models for how we operate, organize, and distribute services to the marketplace.
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