Intradiem Discusses Top Challenges in Financial Services Industry

Agile companies improve profitability, customer experience amidst regulatory changes

ATLANTA, GA (February 6, 2014) – Intradiem, the leading provider of intraday management solutions, issues the 2014 top challenges of the financial services industry. Financial services contact center leaders that can overcome these challenges will achieve balance in priorities like customer experience and profitability as they drive improvements within their organizations.

Four challenges financial services contact leaders should respond to in 2014 include:

•  The rise of digital banking as well as changing customer preferences increases the need for providing customer support across channels such as mobile and chat. Balancing agent resources across channels and having the ability to quickly shift resources to meet customer demand not only impacts the customer experience, but also improves operational efficiencies.
• Balancing regulatory obligations and the customer experience. Keeping contact center agents up to date and in compliance with continuous changes to regulations is crucial to maintain compliance, but is challenging in an environment when customer demand is constantly fluctuating. Real-time response to these changes is more important than ever. By dynamically responding to these market conditions and keeping agents up to speed within time constraints, contact centers can improve customer satisfaction while meeting compliance regulations.
• Quickly and successfully launching new products and services. To remain competitive with new offerings, contact center agents need the right knowledge and skills. Often it’s on their shoulders to cross-sell and upsell new products and services, making training throughput and quick turnaround to ensure upskilled agents are available essential to driving profits.
• Driving customer experience improvements without increasing cost. Revenue pressures and increased regulations have caused the financial services industry to reexamine expenses. Financial institutions worldwide are consolidating front- and back-office functions and merging divisions. However, the challenge lies in successfully creating a consistent customer experience. Automating manual processes can help alleviate these pressures and improve the customer experience.

“Remaining competitive as the financial service industry continues to undergo scrutiny in areas such as privacy, data integrity and consumer protection is essential,” said Matt McConnell, Intradiem CEO. “Keeping up with regulations while simultaneously driving profits and customer experience improvements can prove challenging for organizations. Savvy financial institutions leverage technologies that automate manual intraday processes and not only grow profits but delight customers as well.”