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Bank Technology News April 2002 David Rountree	Phone Glitches Drive Consumers to Competition Banks, more than most companies, are likely to lose customers when service quality slips...
CRM February 7, 2011	Less Automation Needed to Elevate Satisfaction with the Wireless Customer Experience Satisfaction is much lower among customers who go through automated response systems than live agents, new J.D. Power & Associates research finds.
CRM February 16, 2011 Koa Beck	Study Finds Lower Churn Despite Decreasing Satisfaction Customers expect more from service providers with expectations being set high by one particular channel.
CRM August 2014 Leonard Klie	Brands Deliver Inconsistent Engagements The phone still outperforms other channels for customer service.
CRM November 2012 Leonard Klie	The New Measure of Customer Service Success Why some traditional performance metrics are wrong and what you need to evaluate now.
Bank Systems & Technology May 25, 2006 Peggy Bresnick Kendler	Perspectives: High-Performance Contact Centers Emerging technologies such as VoIP, voice- driven, self-service systems, and intelligent call routing systems can increase flexibility in the bank contact center, resulting in improvements in agent productivity and enhanced customer satisfaction.
Bank Technology News May 2003	By The Numbers When it comes to customer service, bank customers still want to talk to an actual person when they dial into a call center, but that may change.
U.S. Banker October 2001 Neckopulos & Pihl	Challenge: Integrating the Channels Andersen Business Consulting says banks must integrate all delivery channels to be successful...
Bank Systems & Technology October 28, 2004 Peggy Bresnick Kendler	Contact Centers It is critical for banks to have well-trained contact center personnel and to implement the latest self-service and voice technologies.
Bank Technology News July 2001 David Rountree	Banks' Embrace Gains Urgency Sure, staff meetings are no fun in a testy economy, but at least "contact" efforts have a pulse...
CRM December 1, 2003 David Myron	Speech Technology Begins to Realize Its Potential Vendor representatives discuss of the practicality of speech recognition in today's contact center.
Bank Systems & Technology June 1, 2005 Peggy Bresnick Kendler	Contact/Call Centers No longer just about back-office servicing, contact and call centers now provide banks with an opportunity to nurture customer relationships.
CIO July 15, 2005	Help for the Help Desk Recent studies show users are not satisfied with IT help desk support.
Food Engineering December 1, 2005 Karen Schweizer	25th Annual Salary & Job Satisfaction Survey: The Right Fit Improves Satisfaction How do you find employees who will be satisfied and loyal? One key -- provide balance.
Financial Planning December 1, 2009 Joel Bruckenstein	2009 Software and Technology Survey Welcome to Financial Planning's third annual technology survey, which takes a look at technology trends in financial advisory firms.
Bank Technology News January 2006 John Adams	Call Center Service: Looking For A Handle To Reduce 'on Hold' Institutions like Provident Bank are using call routing and data mining technology to reduce inbound call duration and to improve overall service for customers.
CRM February 2003 Ginger Conlon	Can't Get No Dissatisfaction In an exclusive survey conducted, CRM magazine finds that a surprising number of executives are pleased with their CRM system -- and with their results.
CRM July 27, 2011 Leonard Klie	Health Insurers Need to Improve Customer Relationships to Compete Accenture survey finds 80 percent of consumers expect healthcare insurance customer services to be easier and more convenient.
Bank Technology News March 2007 Edmund V. Tribue	Call Centers Make or Break Relationships Bank service centers have become a crucial arena for managing customers' overall experience.
CFO July 1, 2005 John Edwards	Help Yourself Customer self-service is finally catching on with consumers -- and saving businesses a bundle in the process.
CRM February 2015 David Myron	Correct Problems Caused by Outdated Automation Systems 'Personalization should permeate the customer experience at every touch point.'
Food Engineering December 1, 2006 Joy LePree	Annual Salary & Job Satisfaction Survey: Life is Good, But it Could be Better Food and beverage workers find their jobs satisfying, but say there's room for improvement.
Financial Planning December 1, 2010 Joel Bruckenstein	Technology Survey 2010 With the renewed interest and investment in advisor technology, we expect to see further gains next year. It is a slow process, but as an industry we are becoming more technologically proficient.
CRM January 1, 2007 Kate Leggett	The Informed Agent Customers are searching for a good service experience and will pay a premium to be assured of such service. Only when you have a receptive customer base can you be successful at marketing to them. Help drive customer loyalty with sophisticated knowledge retrieval methods.
CRM February 2015 Leonard Klie	The Hidden Sources of Poor Customer Service Interactions should be designed with the customer in mind.
InternetNews May 17, 2005 Sean Michael Kerner	Forrester: IT Help Could be Better According to a new report from Forrester Research, most IT users are not satisfied with their company's IT support.
CRM October 2014 David Myron	Are You Correctly Measuring Customer Satisfaction? Every once in a while, a bad customer service story goes viral, forcing CRM professionals to take a closer look at how they support customers.
CRM August 2003 Martin Schneider	Balancing Act No longer do companies have to choose. It is now possible to use CRM to increase productivity and build relationships in all customer-facing areas of the business.
CRM May 20, 2011 Tom Topolinski	Call Centers Beware Social media and smart technologies are here
Wall Street & Technology February 14, 2006	Data Standards Take a Hit With no fewer than five different data format "standards" currently in use industrywide, and countless proprietary and customized versions of these standards in use at individual firms, the financial services industry is in desperate need of a solution, according to a recent report.
CRM February 2014 Robert Wollan	Surviving and Thriving in a Switching Economy The $1.3 trillion "switching economy" is comprised of dissatisfied customers who are continually looking for new providers that can better address their changing needs. Here are five tips for retaining customers.
CRM November 1, 2006	Statistically Speaking 47% of the 1,000 U.S. consumers Accenture surveyed have stopped doing business with a company within the past year... RFID software and services revenue is expected to be $3.1 billion in 2007... etc.
Bank Systems & Technology August 2, 2005 Deena M. Amato-McCoy	The Tailored Sell Tired of losing customers to competitors, many banks are restructuring corporate cultures and making customer-centric, cross-selling marketing strategies an enterprisewide priority.
CRM January 2015 Leonard Klie	In Customer Service, It's More Efficient to Be Effective Rushing customers off the phone might cut costs, but ignores the potential for greater value.
CRM March 2011 Robert Wollan	The Service Provider--Customer Paradox Fewer consumers are switching, but that doesn't mean they are happy.
CRM March 2012 Jim Dickie	Are the CRM Wars Really Over? Existing CRM users would be well advised to test the waters to see if something that would work better for them exists.
Bank Systems & Technology January 31, 2006 Ivan Schneider	Lost on Easy Street A new study revealed that nearly 75 percent of the more than 1,000 American consumers surveyed said they would switch to a financial services firm with a reputation for making the financial planning process easier.
CRM May 11, 2012 Jordan Socran	Build Relationships Through Proactive Support Supporting connected customers has never been more important.
CIO November 30, 2009	Collaboration: Interaction Disconnect It is easier to set the goals for collaboration systems than to achieve the intended results.
CRM February 14, 2012	Get Satisfaction Teams Up with Velaro The partnership between Velaro and Get Satisfaction brings together live chat, social community platform, and knowledge base technologies.
CIO June 1, 2006 Susannah Patton	Online Banking's BOO-BOO People are banking online in greater numbers than ever before, but according to a recent survey, banks aren't keeping up with their customers' appetites for online financial planning assistance.
Registered Rep. October 1, 2006 Janet Arrowood	Protect Your Clients, Protect Yourself If registered reps don't sell their clients life insurance, someone else will -- and that's a risk reps probably shouldn't take. At least, that's one conclusion that can be drawn from the results of two separate studies.
CIO December 1, 2006 Lauren Capotosto	Strategic Planning: The Troops Want More CIOs could help establish the appropriate performance monitoring systems, once strategic metrics are agreed upon.
CIO May 1, 2003 Mohanbir Sawhney	How to Keep Your Customers Satisfied To learn if end users are happy, you have to ask the right people -- and the right questions.
Bank Systems & Technology August 31, 2004 Maura K. Ammenheuser	Banks Hear Customers Loud and Clear By leveraging speech technologies, banks are improving customer service and cutting costs.
CIO July 15, 2005 Alice Dragoon	CRM Wake-Up Call How to transform your call center from a budget drain into a source of competitive advantage.
CRM February 2010 David Rich	The World Is Their Oyster Give customers an opportunity to play an active role in customizing their customer service.
Bank Technology News March 2005 John Adams	Choice and Consequence The Internet and call center are the branch's remote and, at times, impersonal second cousins, but make them second fiddle at your peril. A customer's descent into automation hell can be the difference between a better relationship and a lost one.
Financial Advisor July 2006 Littlechild & Pomering	Unlocking Client Value The first question financial advisors should ask is not "how" to survey clients but "why" you should do it in the first place. In addition to allowing you to stay on top of changing client needs, interests and expectations, the reasons abound.
Bank Systems & Technology May 3, 2005 Deena M. Amato-McCoy	Creating Virtual Value By integrating business channels, consolidating customer histories and beefing up security, banks are improving their online offerings to provide customers with all the conveniences of branch banking in the comfort of their own homes.