Banking Frontiers in bringing this cover story that discusses how contact centers have changed to be in line with the expectations of the customers during the pandemic.
During the lockdown, most customers could not visit the branches and resorted to digital channels. The contact center became the frontline channel as call volumes rose. Since the staff had to work from home, this created serious challenges. How have BFSI institutions overcome the challenges related to changes in staffing at contact centers during the lockdown? What solutions enabled WFH and what were the changes in incoming and outgoing call volumes? What is the role played by chatbots and the changes in call volumes associated with various products and customer segments? And what is the shape that technology has taken to make the contact centers productive meeting the challenges?
We are discussing the topic in 3 sections - Focus on People, Customer Engagement & Calls and Adoption of the Latest Technologies.
Part 1
Focus on People
Covid & WFH have brought in changes in the way staff is managed in the contact centers:
Denne historien er fra August 2021-utgaven av Banking Frontiers.
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Denne historien er fra August 2021-utgaven av Banking Frontiers.
Start din 7-dagers gratis prøveperiode på Magzter GOLD for å få tilgang til tusenvis av utvalgte premiumhistorier og 9000+ magasiner og aviser.
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Swedbank leverages data to the hilt
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Transformation is no longer only about growth & efficiency. It involves aspects like compliance, security and explainability that are impacting NBFCs. These issues are explored in this panel at NBFC's Tomorrow:
CEO Panel: Connecting Traditional Wisdom with Modern Intelligence
Banking Frontiers organized its annual NBFC Conclave titled NBFC's Tomorrow in August 2024 at Mumbai. Highlights of the first panel discussion:
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Banking Frontiers organized NBFC's Tomorrow, its annual NBFC Conclave, in Mumbai on August 21. The program comprised panel discussions on 5 upcoming opportunities for the NBFC sector, along with presentations, fireside chats and a keynote address. Edited excerpts from the conclave:
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