Other parts of this series:
Annoying call routing systems, frustrating call transfers and impersonal service will not satisfy the high expectations of today’s digital banking customer. To remain relevant, banks will need to offer seamless, personalized remote customer experiences and human advisors that anticipate a customer’s needs.
Over this series of blog posts, I’ll be looking at the digital banking relationship center of the future. Customers, especially millennials and younger digital natives, are not tied to the branch like they once were. They bank across physical and digital channels of choice and expect common and customized experiences among them.
Today, more than 70 percent of banks’ customer interactions are going through digital channels, which means that the contact center must adapt to play a new role. How do banks build the workforce of the future to deliver a digital relationship center that drives growth and delights customers?
Our research shows that 58 percent of all business to consumer organizations surveyed for Accenture are taking actions to improve the customer cross-channel experience. This trend aligns with market shifts in banking, and the banking contact center is ideally positioned to become the core of vital customer interactions as branch networks shrink.
This transition cannot succeed without a significant overhaul. Banking contact centers must transform from being the channel of last resort into revenue growth centers by driving loyalty and creating personalized customer experiences.
To do this, the contact center must move beyond merely processing customer inquiries to building customer relationships. Success demands more than just transforming to digital. It requires a new talent strategy and an integrated platform approach. Customer service agents must become empathetic advisors who provide hyper-personalized service facilitated by intelligent machines producing data insights from platforms.
It is the future of work—and the secret to highly differentiated services, loyal customers, improved revenue and a more empowered workforce of the future. In my next post, I’ll look at why empathetic advisors are becoming so important to FS organizations’ customer experience.
Read more: From contact center to relationship center