Issues : Retail

article | October 1st, 2020

Reducing Contact Center Hold Times to Improve Service

Technology can reduce customer hold times and allow contact center staff to focus on their most complicated requests.

By: Jake Tyler
BD Article
article | September 28th, 2020

A Costly Problem Facing Banks

Banks have an opportunity to change customer behaviors in a way that benefits everyone.

By: Emily McCormick, vice president of research for Bank Director
article | September 3rd, 2020

Banks Can’t Keep Playing Defense on Postal Banking

Banks focused on fighting efforts to bring financial services to post offices might miss the bigger opportunity — or lose out to those who do see it.

By: Rob Blackwell
article | August 26th, 2020

Five Ways to Challenge Digital Banks

Community banks can leverage the substantial competitive advantages they already possess to continue providing a greater and more comprehensive experience than their digital bank challengers.

By: Austin Anderson
article | August 20th, 2020

How Digital Tools Can Create Consumer Confidence

Banks can grow their loyalty with consumers by helping them feel aware and in control of what’s happening with their money — even in virtual spaces.

By: George Kelsey
article | August 11th, 2020

Coronavirus Pressures, Transforms Branches

The coronavirus won’t kill the branch; it may accelerate its transformation.

By: Rob Blackwell
BD Article
article | July 31st, 2020

A Rare Opportunity for Change

Two banks share how their branch strategies have been affected by the Covid-19 pandemic.

By: Emily McCormick, vice president of research for Bank Director
article | July 28th, 2020

Exploring Customer Service in the Pandemic Age

Banks should keep in mind three key considerations of the pandemic’s long-term impact on customer service.

By: Tricia Hrotko
article | July 22nd, 2020

Scaling Customer Acquisition Through Digital Account Openings

Spending more to offer digital account opening could increase customer growth while lowering acquisition costs.

By: Nikhil Lakhanpal
BD Article
article | June 26th, 2020

Helping Customers When They Need It Most

Demand for small dollar loans could grow as the coronavirus crisis evolves — but most banks aren’t offering these products to their customers.

By: Emily McCormick, vice president of research for Bank Director