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Bank 2.0 by Brett King

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Systems disparity in today’s call centres

This is both a design and organisational issue. In many instances, the call centre simply doesn’t have the tools to assist you. Firstly, call centre staff are required to have an understanding of every product and service path, so they are spread pretty thin already. Often, they aren’t told about changes being made in respect of customers, and so the first they learn of a potential issue is when a customer rings up to complain about that problem.

Secondly, and interestingly enough, the choice of critical IT systems to support customers within the bank is not generally made by the IT team. If you want to get a new administration system for supporting the credit card ...

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