(November 21, 2013) --
What: Some industry pundits have pointed to the call center-based customer service channel as a dying and outdated form of addressing account holder issues. However, bankers themselves don’t seem to share this opinion with today’s call centers alive, well and thriving. Many banks use the call center as a facilitator of not only great customer service, but overall profitability as well. They have also found a connection in customers being more open to self service channels if they know technical support is just a phone call away. In the coming year, bank executives should look at new ways to leverage call centers to disseminate guidance, build confidence in self-service channels and create meaningful sales opportunities.
Topics:
- The evolution of call centers in today’s banking landscape
- How call service can improve overall profitability by driving adoption of self-service channels and creating cross-selling opportunities
- How call centers act as an omni-channel in today’s multi-channel banking environment
- Integration and effects of technology advancements in call center set-up, staffing and management
- Creating a defense against the increase in call center-based fraud
Who: Al Suosso, Solutions Specialist, Jack Henry & Associates
Suosso is a 14-year veteran of Jack Henry & Associates and works directly with community and mid-tier banks in implementing essential bank automation solutions.
About Jack Henry Banking
Jack Henry Banking, a division of Jack Henry & Associates, Inc., is a leading provider of integrated computer systems for banks ranging from community to mid-tier institutions. Jack Henry Banking currently serves more than 1,300 banks as a single source for integrated, enterprise-wide automation and as a single point of contact and support. Additional information is available at www.jackhenrybanking.com.
About Jack Henry & Associates, Inc.
Jack Henry & Associates, Inc. ® (NASDAQ: JKHY) is a leading provider of computer systems and electronic payment solutions primarily for financial services organizations. Its technology solutions serve more than 11,600 customers nationwide, and are marketed and supported through three primary brands. Jack Henry Banking® supports banks ranging from community to mid-tier institutions with information processing solutions. Symitar® is the leading provider of information processing solutions for credit unions of all sizes. ProfitStars® provides best-of-breed solutions that enhance the performance of domestic and international financial institutions of all asset sizes and charters using any core processing system, as well as diverse corporate entities. Additional information is available at http://www.jackhenry.com/.