FINAL WORD
While customer improvement initiatives are occurring in all front-facing parts of financial services firms , there is always room for improvement . As one survey found , only 60 % of customers ‘ believe financial companies have created a seamless experience digitally and in-person ’.
Powering transactions , empowering staff
It is also increasingly important that branches and contact centers are supported by resilient telecommunications connectivity . Ideally , they should have access to redundant data links from separate providers , such that if one link is suffering from latency problems or disruption , traffic can be automatically switched over to an alternate link , so that the performance of applications in the branch or contact center is maintained .
One way that customer experience can be enhanced is by boosting application performance at the branch and contact center .
The same focus on connectivity can benefit the employee experience at financial institutions , in
Wait times are a sensitive issue in all customer-facing environments . The software that powers transactions and service interactions at these sites mustn ’ t experience performance and latency issues . One way to do this is by making sure that the connection or path between the branch or contact center , and where the software is hosted , is as short and optimized as possible .
Only 60 % of customers ‘ believe financial companies have created a seamless experience digitally and in-person ’.
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