Three Major Call Recording Areas, Social Media Interaction, Mobile Banking Customers, Mobile Bank Case Study

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Three Major Call Recording Areas, Social Media Interaction, Mobile Banking Customers, Mobile Bank Case Study

When it comes to call recording, OrecX officials say their OrekaQM product can help with three major areas:

Evaluate an agent's call. “Call evaluation standards can be customized to focus on key agent behaviors and activities, allowing managers to identify positive agent activities as well as specific areas needing improvement,” company officials say.

Provide specific feedback and coaching to agents. Using the OrecX approach, managers can review the call together with the agent, “highlighting actual examples from the call to illustrate key learning points,” company officials say, for more efficient coaching: “Oreka QM also allows managers to create custom coaching agreements with specific performance goals.”

Measure results over time and across multiple agents. To help with this, the Oreka QM reports provide managers with insight into performance trends and training needs. And it’s more helpful for certain situations, as company officials note, “this information is critical for informal call centers that typically do not have a high ratio of managers to agents.”

Read more here.

Amdocs blogger Jessica Zimet recently shared some reactions to a post on Fast Company brands called “For Brands, Being Human is the New Black.”

Now hold on before going all Benetton here; it’s just talking about how lately brands seem to be portraying themselves as “more open, honest, kind, down-to-earth, and I would add, accessible.” Zimet thinks social media’s had a hand in that, since we customers can now interact with brands -- we have a voice. We’re somebody.

Zimet thinks that since the advent of social media interacting with brands, they’ve sought to become a bit more “human” -- as she says, one thing she’s heard is ”you don’t do business with companies, you do business with people.”

True enough, but again, the very definition of a “brand” is something that can be expected to act the same way, provide the same experience or product, time and time again. Yes of course people are behind that, but when it comes to branding we’re all collectivists -- the whole is what we’re after, not the sum of its parts.

But Zimet’s right about how social media means you, the customer, “can connect better with your audience, with your customers, when you relate to them from one person to another.”

Again, it seems like a bit of a distinction without a difference. There’s probably a difference between how a person from, say, Deadspin would interact with a site visitor than a person from L.L. Bean customer service or the IRS site. We wouldn’t want the IRS person’s branded personality from Deadspin, and -- I’m sure -- vice-versa.

Read more here.

It’s always nice to get a hometown angle to the news we cover here on Your humble correspondent is currently living in New Zealand – marry a Kiwi and sooner or later you end up here in the Land of the Long White Cloud.

There are worse fates, believe me.

According to a recent piece in Information Week dedicated to the keys of mobile banking, banks are realizing that their customers are more mobile, have devices that are far more mobile than before, and want mobile banking services.

The article highlights SunTrust Banks, where the penny dropped – New Zealand expression – early to this fact. “We introduced a downloadable app in 2007," Kristen Rankin, mobile channel manager for the Atlanta-based institution told Information Week, adding that they soon identified three primary access methods: “Downloadable app, mobile Web, and SMS” – all the while maintaining consistency with their other online offerings.

In early 2010, SunTrust turned to Fiserv and its partner M-Com, a New Zealand-based start-up that Fiserv subsequently acquired, to roll out much-improved mobile banking

services before year-end.

Read more here.

Star One Credit Union had a problem: its 86,000 members were still by and large mailing in paper-based checks. What they wanted was a mobile option that would integrate with the core system but still allow customization so they could get members switched to mobile banking.

The credit union's longtime major sponsor is Lockheed Martin, so they have members around the globe who were all comfortable mailing in paper-based checks. You can imagine the time spent fielding phone calls asking, “Has it come yet? Has it been credited yet?”

According to a recent case study in industry journal Bank Technology News, Margarete Mucker, Star One's vice president of remote services, wanted to go mobile to let the credit union provide more ambitious and attractive offerings – for instance, mobile remote deposit capture, which would get rid of a lot of phone calls from anxious members.

While mobile banking offers much better customer service, according to an Aite Group impact note cited in the BTN case study, “a majority of credit unions surveyed – six in 10 – had yet to offer mobile banking to members.”

Read more here.


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