Best Practice Report

Use Your Contact Center To Deliver Great Banking Customer Experiences

Great Customer Service Does Not Happen By Chance

April 4th, 2019
Aurelie L'Hostis, Principal Analyst
Aurelie L'Hostis Principal Analyst
With contributors:
Kate Leggett , Ian Jacobs , Benjamin Ensor , Sneha Dawda , Shayna Neuburg

Summary

We surveyed and interviewed executives at retail banks to understand the state of contact centers and customer service in retail banking. This report examines the findings from our survey and interviews of executives at banks who are members of Efma. It reveals retail banks' lack of maturity at managing customer service. The report also highlights good practices that customer service and digital business strategy professionals at banks can use to improve their customer service.

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