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News : RBS is Planning to Open a Cashless Bank Branch

#contactcenterworld, @rbsgroup

London, UK, Nov 18, 2019 -- Royal Bank of Scotland (RBS) is planning to open a cashless bank branch in London, The Telegraph reports. The branch will not have frontline cashier services or an ATM, meaning customers will be unable to make deposits or withdrawals at the branch. Instead, it will help customers with other banking functions, including appointments to open ISAs or other types of savings accounts and for applying for mortgages.

Customers can also make video banking appointments to speak with bankers via video chat and there will be a presentation space available for seminars. RBS's sister company, NatWest, has launched three similar branches, but they featured ATMs, making them not truly cashless.

Opening a branch without cashier services may be a cost-effective way to offer a physical touchpoint for more complicated services. UK consumers prefer branches by a solid majority when it comes to opening more complex types of accounts: 58% prefer branches for applying for mortgages, and 56% prefer to use branches to set up a wealth management account, per Deloitte.

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And channels that involve the human touch are also preferred by customers for handling problems: Over four in 10 customers who disputed a transaction or filed a complaint used a customer contact center — the most popular channel — and branches were the second most popular, per Deloitte. RBS's cashless branch is likely to be useful for customers handling any of these more intricate or urgent functions. Further, because RBS doesn't have to dedicate staff to frontline cashier functions at the new branches and also offers video banking for certain services, the bank could save money on personnel costs.

But the fact remains that the UK is having a cash access crisis, so a branch without cash might be missing a chance to offer a crucial service to clients. There were a staggering 3,303 bank branch closures in the UK between January 2015 and August 2019 — equivalent to 34% of the overall branch network in country, according to data from Which? cited by The Independent. And to complicate matters further, Approximately 3,000 cash machines disappeared in the UK in the last six months of 2018, while an additional 1,250 free ATMs switched to charging a fee in March 2019, per Which?.

As cash becomes harder to get access to, it's possible that a big part of the value of remaining bank branches for customers will cash access. And if that's the case, opening branches without cash could be a strategic misstep, and RBS may be better off following in the footsteps of NatWest and at least having an ATM present on site.

#contactcenterworld, @rbsgroup

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businessinsider.com


About Royal Bank of Scotland:
Company LogoThe Royal Bank of Scotland plc (Scottish Gaelic: Banca Rìoghail na h-Alba) is one of the retail banking subsidiaries of the Royal Bank of Scotland Group plc, and together with NatWest and Ulster Bank, provides branch banking facilities in the United Kingdom. Royal Bank of Scotland has around 700 branches, mainly in Scotland though there are branches in many larger towns and cities throughout England and Wales.
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Published: Wednesday, November 20, 2019

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2022 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

4.) 
LiveAgent

LiveAgent Help Desk
LiveAgent is a cloud-based Help Desk Software with over 195+ compatible integrations. Streamline all customer communication channels and manage them from a single shared company inbox. Enjoy social media integration, unlimited ticket history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange, or Forbesfone use LiveAgent to deliver customer wow to 150M end-users worldwide.

5.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

6.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

7.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

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