Sustainable Process Improvement in Banking

A bank's journey to becoming one of the world's most profitable

This paper describes the approach one global bank took to ensure its quality initiatives continue to deliver ever higher levels of market share, competitive advantage and shareholder value.

 

Other banking industry resources that you might find valuable:

 

 

  

 

 

WHITE PAPERS

Conquering Complexity
The greatest challenge to every business and individual is the dramatic increase in complexity. In organizations that complexity shows up on computer desktops littered with applications that don’t work with each other, a deluge of information sources, rampant growth in policies and procedures, increased regulations and compliance, and an unceasing degree of change. Yet, at the same time, employees are being tasked with being faster, more accurate and more efficient

The Role of BPG in Improving Call Center Operations
Panviva’s Business Process Guidance (BPG) system is a "GPS" for the desktop, guiding Customer Service Representatives step-by-step in real-time, through processes and policies across multiple systems, departments and product lines. It’s the new low-cost, low-risk way to drive customer satisfaction and compliance while driving down costs aggressively.

 

 

  

VIDEOS

SupportPoint in the Call Center

This four-minute video demonstrates how SupportPoint improves the average handling time and first call resolution in your contact center.

 

 

 

 

 

 

  

WEBINARS

Webinar on Improving FCR

This webinar on First Contact Resolution features well-known call center authority Mary Murcott, who has led customer contact transformations at leading companies such as:Budget Rent-a-Car, Ryder Trucks, American Express, DHL, and Cox Communications. The presentation covers: how to measure FCR; top myths and misconceptions of FCR; 5 methods and tips to improve FCR; how to get other departments involved in FCR improvement; and how to structure and analyze FCR data in order to take action.

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One-time Registration
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