Financial Services – Using Voice Self-Service to Enhance the Retail Banking Experience
By Donna Fluss
Retail banks and credit card organizations have continuously pushed the boundaries of technical innovation. Now, as they strive to overcome the challenges of recent years, they must rebuild their image by delivering a superior level of service and demonstrating their financial stability. These two goals conflict, as “wowing” customers generally requires substantial expense while financial stability and a conservative risk profile depend upon frugality. The winners will be the institutions that deliver creative and innovative, but cost- effective, solutions that exceed customer expectations at the same time as they reduce operating expenses. For contact centers, this clearly means a renewed focus on investment in self-service solutions that prioritize customer needs. Innovative voice self-service technologies and related analytics and optimization best practices are delivering the tools. Banks that make the right investments will come out ahead in the area of customer perception and profitability.