Contact centers are evolving into the interaction hub of financial services institutions. To achieve digital dominance, financial institutions must delight their customers with exceptional experiences made possible through strong linkages between the contact center and the other channels customers are using — e.g., branch, ATM, SMS, chat, email, IVR, social, etc.

Learn what Forrester recommends for driving a successful customer service strategy, including:

  • Turning the contact center into a profit center through engagement, advice, and sales
  • Delivering contextual service that moves seamlessly across channels
  • Building process guidance technologies based on predefined resolution paths with actionable advice to agents at the right point in the process

Read on to learn why digital business strategy professionals in financial services must redefine their customer service strategy and build on a foundation of operational efficiencies to deliver differentiated customer service experiences across touchpoints.

Forrester Report published March 5, 2018