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Region: Asia

Minakshi Ramji, Ritesh Dhawan and Sachin Bansal

Managing Customer Satisfaction in Agent Banking

This Briefing Note discusses the design and implementation of a Customer and Channel Satisfaction Measurement...
Nov 21, 2011

Minakshi Ramji, Ritesh Dhawan and Nitin Garg

Lessons from CSMs: Agent Perspectives

This Note particularly focuses on agent (customer service point/CSP) feedback. Regular CSM exercises can be...
Nov 18, 2011

Minakshi Ramji, Ritesh Dhawan and Sachin Bansal

Managing Channel Satisfaction in Agent Banking

This Note covers the major areas where an agent's input would be valuable to ANMs...
Nov 17, 2011

Nitin Garg and Shivshankar V

Incentivising E/M-Banking Agents

This Note discusses the basics of incentivising e/m-banking agents. It also discusses the different types...
Nov 15, 2011

Nitin Garg and Shivshankar V

Incentives for E/M-Banking Customers to Drive Usage

This Note looks at various ways of incentivising customers to increase the uptake and use...
Nov 14, 2011

Puneet Chopra

Driving Viability for Banks and BCs

This Note examines various enabling factors that can accelerate profitability for the banks and viability...
Nov 11, 2011
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