How consumers bank is changing. The digital age has ushered in a host of new fintech startups that threaten to steal market share from traditional banks and credit unions as consumers look for simpler, faster and more personalized ways to manage their money. For banks and credit unions, this means they must offer a superior…
Creating a unified, omni-channel experience for customers is a key initiative for most banks and credit unions today. With numerous digital access points such as web, mobile and tablet in combination with multiple branches and the call center, customers have a variety of options when it comes to communicating with their bank or credit union…
The Challenge: With a call volume exceeding the department’s capacity, Bank of Oak Ridge was searching for a solution to gain increased efficiency and employee focus by reducing backlog without adding additional headcount. Investing in additional full-time resources is both costly and time-consuming, including the cost of recruitment, salary, benefits, and bank training. Bank of…
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