Improve service quality by phone. (improving personal customer service through switch/computer integration links) (Special Issue: Service Quality): An article from: Bank Marketing

This digital document is an article from Bank Marketing, published by Bank Marketing Assn. on April 1, 1992. The length of the article is 2260 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.

From the supplier: Switch/computer integration (SCI) is being used by a growing number of banks to enhance the delivery of personal customer service. Through a system composed of a switch, a computer and a gateway linking the two, this new technology functions to route calls and all pertinent information from these calls to one of many bank customer representatives who are on hand to handle specific inquiries. The SCI usually uses a voice response unit to facilitate caller identification, and consequently allow for an automatic retrieval of the caller's file prior to response to caller inquiries. Banks that are interested in augmenting existing communication systems with SCI technology can gain additional information from switch vendors, trade shows, trade publications on data and voice communication, advertising, and market research reports.

Citation Details
Title: Improve service quality by phone. (improving personal customer service through switch/computer integration links) (Special Issue: Service Quality)
Author: C.M. Brooks
Publication:Bank Marketing (Magazine/Journal)
Date: April 1, 1992
Publisher: Bank Marketing Assn.
Volume: v24 Issue: n4 Page: p36(3)

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