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Insurance & Technology November 17, 2004 Peggy Bresnick Kendler	Functional Evolution No longer just facilities that answer consumers' questions, today's contact centers leverage self-service and voice technologies to improve customer loyalty and retention, and even boost profits. Here is what four industry experts have to say about the evolution of the contact center.
Bank Systems & Technology May 25, 2006 Peggy Bresnick Kendler	Perspectives: High-Performance Contact Centers Emerging technologies such as VoIP, voice- driven, self-service systems, and intelligent call routing systems can increase flexibility in the bank contact center, resulting in improvements in agent productivity and enhanced customer satisfaction.
Bank Systems & Technology June 1, 2005 Peggy Bresnick Kendler	Contact/Call Centers No longer just about back-office servicing, contact and call centers now provide banks with an opportunity to nurture customer relationships.
Wall Street & Technology March 19, 2007 Paul McDougall	Big Surge for Bank Offshore Outsourcing, Deloitte Study Predicts Banks in the U.S. and other countries will dramatically increase the percentage of their IT budgets devoted to procuring technology services from offshore providers operating from low-wage countries, such as India and China, over the next three years.
Bank Systems & Technology April 28, 2008 Maria Bruno-Britz	Banks Prove Top Performers in Call Center Study Banks are tops when it comes to their call centers, according to a new study.
Bank Systems & Technology March 29, 2006 Phil Britt	Help Those Who Help Themselves Customer expectations are raising the bar for bank self-service.
Bank Systems & Technology August 31, 2004 Maura K. Ammenheuser	Banks Hear Customers Loud and Clear By leveraging speech technologies, banks are improving customer service and cutting costs.
Bank Systems & Technology June 26, 2006 Peggy Bresnick Kendler	Outsourcing Questions and answers about bank outsourcing.
Bank Systems & Technology October 30, 2007 Maria Bruno-Britz	Telecom Technology Factors Into Banks' Competitive Strategies Banks are thinking more strategically about their telecom deployments.
Bank Systems & Technology January 3, 2006 Maria Bruno-Britz	Opportunity Calling In their ongoing quest to increase revenue and retain customers, banks have redoubled their efforts to find and implement cutting-edge technologies and strategies to identify sales opportunities and improve service -- sometimes with mixed results.
Bank Systems & Technology December 23, 2007 Michael Ellison	Three Ways to Improve Retail Bank Web Sites Here are some best practices that would make bank Web sites easier to use and more valuable to customers and prospects.
Bank Systems & Technology January 31, 2006 Robert Wollan	CIOs and the Battle for Consumers To win over customers, banks must understand the kinds of services customers demand.
CRM August 8, 2014 Karnail Jita	The Missing Piece of the Customer Experience Puzzle Visually enabled IVR picks up where apps and self-service leave off.
The Motley Fool August 15, 2006	Banking Alternatives Investors, don't think you're stuck with Federated First Financial. You might do better elsewhere.
The Motley Fool February 12, 2008 Dan Caplinger	Where You'll Find the Best Rates As customers have moved to the Internet for financial solutions, banks have paid attention.
CRM March 1, 2008 Christopher Musico	Re-shoring Contact Centers A rise in customer dissatisfaction with offshore contact centers has many companies looking to relocate closer to home.
Bank Systems & Technology February 29, 2008 Peggy Bresnick Kendler	Health Savings Accounts Present Huge Opportunity to Banks Several bankers discuss the benefits to banks of providing health savings accounts to customers.
Bank Systems & Technology May 7, 2007 Peggy Bresnick Kendler	Bank Tech Experts Discuss Vendor Relationships Here, these industry experts talk about outsourcing and offshoring along with other areas of bank tech concerns.
CFO July 1, 2005 John Edwards	Help Yourself Customer self-service is finally catching on with consumers -- and saving businesses a bundle in the process.
CRM December 2007 Coreen Bailor	Speak Up! Designing a speech-enabled IVR system is inherently complex and requires in-depth preparation. Here are eleven strategies to ensure that you're hearing your customers loud and clear.
Bank Systems & Technology January 31, 2006 Maria Bruno-Britz	Prepping for Prime Time For technology, the world of banking can be likened to a major movie production in which scores of actors clamor for only a few coveted spots. There are, however, scattered among the extras, a few stars waiting for someone with a careful eye to recognize their potential.
Bank Systems & Technology June 26, 2006 Maria Bruno-Britz	Lands of Opportunity The international opportunities for U.S. banks with the right IT and know-how can be huge, provided they follow the appropriate strategy.
CRM February 2015 Leonard Klie	The Hidden Sources of Poor Customer Service Interactions should be designed with the customer in mind.
Bank Systems & Technology August 3, 2005 Peggy Bresnick Kendler	Core Systems To Improve To improve customer service, product development, regulatory compliance and fraud prevention, banks must transform their core systems to enable more agile business processes.
Bank Systems & Technology August 24, 2006 Phil Britt	Living in a Multichannel World As banks decide how to allocate approximately $6.5 billion in investments on retail channels this year, they would be wise to look at how customers use those channels, according to Karen Massey, senior research analyst for Financial Insight.
Bank Systems & Technology December 1, 2005 Deena M. Amato-McCoy	The Blended IT Team According to a recent study, North American banks are increasing their technology spending.
Bank Technology News June 2007 Geeta Sankappanavar	Financial Services Outsourcing: Not If, But When BPO companies now offer a way to achieve the cost and quality advantages of strategic global outsourcing without the risks of losing control of the operation and without the investment costs of setting up their own offshore centers.
Bank Systems & Technology December 15, 2005 Peggy Bresnick Kendler	Perspectives: Outsourcing Various bank executives weigh in on outsourcing issues, such as strategy, data security risks, specialized services, and emerging markets and how nearshoring fits into the outsourcing picture.
CRM November 2005 Coreen Bailor	Avoiding the Speech Rec. Wreck Speech recognition has struggled to move into the mainstream, but these applications are picking up where touch tone IVR leaves off.
Bank Systems & Technology November 3, 2009 Maria Bruno-Britz	In Channel Projects, Banks Look for Simpler Solutions The new economic conditions are dictating smarter use of resources among banks as they enhance their channels.
Bank Systems & Technology February 21, 2008 Jim Eckenrode	Exclusive TowerGroup Research Report: Bank Tech Spending in 2008 In light of the current market turmoil, North American banks appear to be approaching technology planning and budgeting for 2008 with caution.
CRM March 2015 Leonard Klie	The 2015 CRM Service Leaders: Interactive Voice Response While interactive voice response systems were once only used by large companies that received massive amounts of calls, small businesses are now adopting the technology in large numbers as well.
U.S. Banker March 2007 Seamus McMahon	Stemming Revenue Anemia Becoming an expert at revenue productivity will require tough cultural and systemic changes at most banks. The good news is that banks willing to bear down now will put some distance between themselves and the competition in 2007-and pull away in 2008.
Bank Systems & Technology November 4, 2003 Cynthia Ramsaran	Banks Get the Message Study shows U.S. financial services institutions are allocating more dollars to call center technology.
Bank Systems & Technology March 29, 2006 Maria Bruno-Britz	Sticking With the Tried and True The days when large U.S. banks could sustain their old core systems on the IT version of life support are numbered, according to TowerGroup.
CIO June 1, 2006 Susannah Patton	Online Banking's BOO-BOO People are banking online in greater numbers than ever before, but according to a recent survey, banks aren't keeping up with their customers' appetites for online financial planning assistance.
Bank Systems & Technology February 1, 2007 Kere Lewis	Banks to Explore Channel Optimization In 2007, many banks will explore channel optimization and the alignment of products and services with sales and service delivery channels to balance a positive customer experience with the need to better control costs.
Bank Technology News March 2005 John Adams	Choice and Consequence The Internet and call center are the branch's remote and, at times, impersonal second cousins, but make them second fiddle at your peril. A customer's descent into automation hell can be the difference between a better relationship and a lost one.
Bank Technology News March 2007 Glen Fest	Business Banking: Small Banks Beefing Up Commercial Capabilities Four in five community institutions say they will increase tech spending on capabilities such as cash management and imaging to attract corporate banking customers.
Bank Technology News July 2005 Shane Kite	Communications: Automated Talking Gets More Complex Interactive voice messaging-the next step beyond traditional interactive voice response-gives banks a shot at more proactive customer relationship management. But are there options?
CRM February 2004 David Myron	Hot Spots You've decided to outsource your contact centers. Now the question is, to where? We evaluate the fastest growing nearshore and offshore options.
Wall Street & Technology February 14, 2006	Small Businesses Big Biz for Banks Capturing small businesses as banking customers will be a top priority for many banks this year, according to a new report.
AskMen.com Terence Channon	Online Banking Your bank may offer you access to more services online than you think -- services that might make your life a whole lot easier if you use them properly.
Bank Director 3rd Quarter 2010 Jack Milligan	The Big Retail Showdown Despite countless warnings that the industry has hit a wall on brick-and-mortar viability, lots of financial institutions are holding their ground, determined not to let this era become branching's last stand. Can branches remain profitable once the dust settles on the current economy?
U.S. Banker November 2007 Lee Conrad	In Pay Raises, Small Banks Outpace the Broader Industry According to America's Community Bankers' annual compensation survey, chief information officers/chief technology officers saw an 11.2 percent increase in their base salaries at community banks between 2006 and 2007.
PHONE+ December 3, 2009 Daniel Lonstein	Meeting Call-Center Challenges Last year was a mixed bag of opportunity, risk and regulatory hurdles for the call center industry.
CRM December 2010 Donna Fluss	Speaking of Solid Payback Optimizing your interactive voice response system may require only a small investment
Bank Technology News November 2007 John Adams et al.	The 6th Annual Innovators Ranking If there's an ethos that ties technologists together, it's the notion that the status quo poses far greater risk than not pushing forward. Among some of this year's Innovators there's an almost militant insistence that banks not shirk.
The Motley Fool January 23, 2006	All About Online Banking You may not need your bricks-and-mortar branch as much as you thought.
CRM April 1, 2007 Collins et al.	Satisfying a Double Standard How to capture the real self-service opportunity. Satisfying the double standard of attempting to drive customers to lower cost channels while improving the experience is the key to success.