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Inconsistent customer experience as FS organizations focus on online staff training

Branch staff receive half the training as online staff

As recognition of the importance of customer service continues to grow in the financial services (FS) sector, today’s consumers are in the fortunate position of having more ways to get in touch with organizations than ever before.

Although the industry is still way off from "online only" for all inbound customer enquiries, our recent research demonstrates a clear shift in focus towards the digital world. With the research finding an average of four different customer contact methods per organization, the need for a consistent approach, including answers and levels of service, across all customer touchpoints cannot be underestimated, and this cannot be achieved if levels of training differ from one department to the next.

Find out more about these findings in our infographic.

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