Improving Consistency of Cross-Channel Interactions

With channel usage continuing to evolve within the retail banking and small business banking industries, it is important for banks to focus on delivering a consistent experience across all customer touch-points. Customers interacting with the bank via the website or call center should receive the same level of high-quality service they receive at a branch, and vice versa. However, analysis of data collected by J.D. Power finds plenty of room for financial institutions to further improve the consistency of cross-channel interaction.

One key example is with regards to Problem Resolution. As displayed in the chart below, small business banking customers report considerable differences in their experience depending on the channel used for resolving a problem. While Problem Resolution satisfaction is highest when interacting with branch personnel (tellers, business bankers and managers), there is a steep decline when dealing with call center and online representatives.

sbb post

Data in the chart above is from the 2014 J.D. Power Small Business Banking Satisfaction Study, but it is important to note that similar discrepancies in cross-channel interaction are evident in all financial services studies conducted by J.D. Power (retail banking, mortgage and investment). And these discrepancies are not always related to Problem Resolution, as many other aspects of the banking experience are also prone to cross-channel inconsistency, such as:

-Account initiation

-Clarity of account information

-Method of accessing secure website (PC vs. tablet. vs. Smartphone)

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How Can Having a World-Class Contact Center Improve Customer Experience AND the Bottom Line?

Drive Improvements Through Better Customer Interactions

Our financial services team would like to invite you to attend a complementary contact center webcast.  In this webcast we’ll explore the unique challenges facing the banking community and discuss opportunities to help you differentiate your brand from the competition.

Specific topics include:

  • Implications of failing to deliver an effective customer interaction through the contact center channel
  • Understanding what’s changing about customers’ needs and expectations within the contact center experience
  • Using cross-industry benchmarks and best-practices to create a differentiated customer experience
  • How you can use J.D. Power contact center data to make process improvements, differentiate your brand and influence selection

Specific take-aways include:

  • Data on the importance of servicing clients effectively
  • The J.D. Power and Associates contact center perspective
  • The top drivers of customer satisfaction with the IVR and CSR- What’s changing and how should you adapt?
  • Tools, tips and tricks to  help you achieve your goals
  • What you can do NOW to improve your customers contact experience

WEBCAST DETAILS

Date:  Wednesday, September 5, 2012

Time:  2:00-3:00 pm EST

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Top Drivers of Customer Satisfaction in the Call Center

  • What are the top drivers of customer satisfaction with the call center channel for 2012?
  • What do customers really care about when it comes to their interaction with call centers?
  • Why is who you know more important than what you know when it comes to providing an outstanding customer experience?
  • What are the three dynamics that will change, and are changing, the role of the call center forever?

Dive into these topics with Mark Miller, J.D. Power’s resident contact center expert.

DOWNLOAD this complementary presentation.

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Do You Love Me?

Top Drivers of Customer Satisfaction in the Call Center

Join J.D. Power’s resident Contact Center expert, Mark Miller, for a complimentary webinar where he’ll unveil the top drivers of customer satisfaction with the call center channel for 2012, and help us all take steps to show our customers how much we really love them.

Join us on Tuesday, March 27 at 2:00 pm Eastern (11amPT/NoonMT/1pmCT)

  • Understand what customers care about most
  • Learn why who you know is more important than what you know when it comes to providing an outstanding customer experience
  • Discover the three dynamics that will change, and are changing, the role of the call center forever and what to do to capitalize on this understanding

 Register Now

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