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Products & Services

2005 Financial Services Forum Annual Member Survey: Delivering Superior Customer and Business Value through Contact Centers

Whitepaper Image

ID: FSF-DL1


Pages/Slides: 18


Published: Pre-2014


Delivery Format: PDF


 

License Options:
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Single User: Authorizes use by the person who places the order or for whom the order was placed.

Sitewide: Authorizes use of the report for a geographic site. All people at site can view the report for a year and copies can be printed.

Corporate: Authorizes use for the entire company for a year and copies can be printed. No limitations for usage inside the company.




Download White Paper

 

919-403-0251

  • STUDY OVERVIEW
  • BENCHMARK CLASS
The goal of the 2005 Financial Services Forum annual member study is to help Forum member organizations improve contact center efficiency and effectiveness to drive customer loyalty and business growth. To this end, the survey questions seek to identify industry best practices and emerging trends around contact center management in seven key topic areas:

▪ Aligning Strategy and Structure
▪ Managing Employee Staffing and Employee Development

▪ Managing Volume and Quality
▪ Enhancing Customer Satisfaction and Loyalty
▪ Driving Sales and Profit Growth
▪ Improving Financial and Operational Efficiency
▪ Measuring and Managing Total Performance
▪ Emerging Trends


Industries Profiled:
Financial Services; Banking; Insurance


Companies Profiled:
GE Consumer Finance; Nationwide; US Bank; Wachovia; Wells Fargo; Bank of America