Not sure if you are a BAI Member?
Subscribing gives you free access to hundreds of articles and other benefits including BAI Banking Strategies daily email alerts. Already a BAI Member? Click here to log in and subscribe. Not sure if you are a BAI Member? Click here to find out. Otherwise, become a BAI Member below to subscribe.
Search BAI Banking Strategies open and subscriber-only content.
As mortgage servicers expand to cope with today’s chaotic market, they find that just staffing up for old processes doesn’t work. Now is the time to reengineer for scale, efficiency, and excellence.
To transition their frontline employees from handling transactions to providing financial advice, banks need to train them to first become brand ambassadors.
Collection agents can not only help banks salvage bad debt but also preserve customer relationships that will demonstrate value once the economy recovers.
Sabbatical programs can help employees refresh and recharge while improving corporate morale and productivity.
Allocating IT costs across business lines can be an extremely complex and arduous task, but a simpler and more direct method is available.
Aaron Magness of Zappos.com challenges bankers: use cultural change to improve your customer service.