| Self Service From ATM to Credit Card Kiosk pdf html |
One industry that has been greatly impacted by the self-service revolution is financial services, where kiosk-based self-service — in the form of the ATM — has revolutionized banking. Focusing on financial services, this paper surveys the evolution of self-service machines and kiosks and analyzes the factors that make a given task or function suitable for such a device. Applying this analysis, it then demonstrates that one next logical manifestation of self-service technology in financial services would be a credit card kiosk. | |
| Best Practices for Implementing a Home Based Servicing Solution pdf html |
In recent years, home-based servicing has evolved into a superior alternative to traditional brick and mortar call centers. Improved service levels, reduced costs, and the negative PR impact of offshoring are driving exponential growth of the HBS industry. However, while the benefits of HBS are clear, relatively little is understood about the processes and technologies required to implement a successful home-based agent model. | |
| The Future of Credit Card Rewards Programs pdf html |
Rewards programs are increasingly the most important feature of payment cards; programs are becoming the foundation of issuer marketing and differentiation. Robust loyalty operations represent a high barrier to entry and produce a competitive advantage with a longer shelf life than offers related to payment terms, which are easy to replicate. However, the maturing rewards market will alter issuer program value and structure. | |
| The Cost of Bad Customer Service pdf html |
While most companies recognize the importance of good customer service, they are often not aware of the financial benefits of good customer service and the potential costs of a service failure. Complementing prevention efforts with appropriate recovery processes can lead to a differentiated customer experience, particularly during critical customer interactions. Further, our experience indicates that implementing a well thought out service recovery process pays for itself very quickly through reduced attrition and increased engagement. | |
| How to Manage Risk in a Deteriorating Credit Environment | In mid-2009, delinquencies and charge-off rates have deteriorated substantially and are expected to continue to deteriorate in the near future. In this environment, the origination of new loans and the servicing of existing portfolios require the use of advanced risk management and yield enhancement techniques. This presentation covers 4 main areas that FischerJordan employs for maximum client impact. | |
| Applications for Segmentation and Scoring | This presentation covers how collections strategy and decision making processes can be significantly enhanced with the utilization of analytic technology to drive rapid bottom-line impact. | |
| From Risk to Profitability | Leveraging the wealth of information and advances in analytics is critical to maintaining competitive advantage. FischerJordan excels in understanding client data and turning it into actionable intelligence. | |
| On Systemic Risk | The gravity of the AIG failure showed how institutions that are “too big to fail” are bad for our economy. We all see the pain rippling from AIG and the like in the form of climbing unemployment and a deep and potentially long recession. Simply put, our regulatory framework did not stand up to the challenge. We have a solution. | |
