Creating Value in Financial Services is a compilation of state-of-the-art views of leading academics and practitioners on how financial service firms can succeed in today's competitive environment. The book is based on two conferences held at New York University: the first, `Creating Value in Financial Services', held in March 1997, and the second, `Operations and Productivity in Financial Services', in April 1998. The book is essentially designed to be a compendium of leading edge thinking and practice in the management of financial services firms. There is no book today that has this focus. It contains ideas that can apply to other service industries. Topics addressed are increasingly important worldwide as the financial services industries consolidate and search for innovative new directions and ways to create value in a fiercely competitive environment.This improves customer service as well as transforms the call center into a revenue generating segment of the business: ... In July 1997, the Fleet Financial Group began using call center software that allows operators to see simultaneously information regarding customers and sales prompts with scripts. ... For example, the following is a call center model developed by Meridien Research (Figure 1).
|Title||:||Creating Value in Financial Services|
|Author||:||Edward L. Melnick, Praveen R. Nayyer, Michael L. Pinedo, Sridhar Seshadri|
|Publisher||:||Springer Science & Business Media - 2012-12-06|