Ian Aitchison

Banking and Customer Loyalty – understanding the relationship with Self Service Technology

COPC Inc.'s research indicates that many customers are still looking to switch banks and as a result there are millions of new business opportunities for banks or other financial service providers being created every month. The question for leaders in the Banking industry is this,...

Do you understand the value of resolving a call?

Most contact centers are able to quantify the cost of an inbound call, but how many of them (beyond those centers which are involved in sales or collections) are actually able to quantify the value of resolving an inbound call in terms of customer...

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