新网点主义-银行网点转型探讨.ppt.pptVIP

* * 网点已经不再是手工处理的代名词，而是结合了高科技的新型门户。丰富的网点和客户占有率是工行目前的优势，如何运用并使之更有优化是我们面临的课题。 随着客户生活习惯和科技的进步，一定的客户群会采用直接的电子化渠道与我们的银行接触，通过银行整体的CRM系统和业务系统获得各种资源的支持。 但是，我们这里可以看到一个来自CNNIC的最新报告：其实95的优质客户现在并没有采用直接的电子渠道，例如网上银行、电子邮件等。 所以，一个优质的、符合不同客户群的新型网点将成为支撑我们95％优质客户的基础。 应该说，同样的服务理念、不同的接触手段，但是实现的是同样的营销和服务策略。 * * * * 1. It is about finding a niche and doing it better than anyone else. In the case of WAMU, it is the branch experience. * 1. Open, friendly, consultative design. Bright colors and an inviting setting. * * Is this relevant to Asia/Pacific? Good for small and mid-sized branches, but may not be suitable at branches with high peak loads. Cultural issues are going to be key. * 1. The process takes years and careful planning. Cannot be accomplished overnight. * * * * * * * * * * * * * 以下是Celent对美国客户（所有渠道都用过的客户）的调查，你下一次做业务时，根据你的渠道使用经验，你会使用什么渠道为你服务？ 客户的选择是： …… 很清楚的答案是：带来效益的业务客户都选择网点，我们相信其实此时的网点已经不是传统意义上的网点。 * * * * * * * * * * * * * If we look at the evolution of contact center solutions – Initially, the only way to distribute calls from the network was from carrier provided services such as time of day routing or percent allocation. Carriers had little to no real-time information about the call center(s) they were about to send a call to. With the advent of the GeoTel Intelligent Call Routing product (now Cisco ICM), you now had a way to route the call intelligently from the network. The carrier network is able to send a route request to the ICM looking for a destination. The ICM has real-time information from each of the customer call centers and can make a determination on the best place to send the call, at that moment. From there, it makes sense to take the call data the ICM has from the carrier network, data the ICM has from customer database lookup and IVR and deliver it to the agent desktop – offering true network to desktop CTI. Where we are today, is the next generation contact center – multi-media contact centers and IP Contact Centers – running on the