TITLE

CHOICE AND CONSEQUENCE

AUTHOR(S)
Adams, John
PUB. DATE
March 2005
SOURCE
Bank Technology News;Mar2005, Vol. 18 Issue 3, p34
SOURCE TYPE
Trade Publication
DOC. TYPE
Article
ABSTRACT
The article reports that the Internet and call center are a bank's remote and, at times, impersonal second cousins, but making them second fiddle is a bad decision. A customer's descent into automation hell can be the difference between a better relationship and a lost one. Since automated call centers and Web sites have become the front lines of service, the risk goes far beyond what existed when these channels were merely the domain of the early adopters. Experts have been finding a strong correlation between on-line banking service and retention. A good site equals not only higher retention, but higher profitability. INSET: It's Easy to Draw Anger.
ACCESSION #
16422328

 

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