Check this headline in Banknet 360, Banks Get Low Marks for Emotional Support.
I have seen this same recurring theme reported by one blog after the other. Banks have all the customer data, but what are they doing with it?
Personalized, customized service, nice try!
I suspect that banks do not even know what kind of treatment they […]

I was reading Using SOA to Untangle Sphagetti Oriented Architectures. Here is an excerpt that caught my eye.
SOA involves “realigning all those old boundaries, changing how projects are done and supervised,” Eric says. “Nobody really needs a lot more features and functions; everybody’s paid for a lot of software over the past decade they don’t […]

Insurance Networking has this interesting bit on Agent Attrition & its consequences.
Check out this Excerpt:
Insurers are embracing customer self-service options, particularly the Internet and call center channels.

Yet, the model is not agent-less. The firm has more than 100 agents operating in its call centers, and that number is expanding. The firm’s consumers can buy online […]