The impact of development of customer online banking skills on customer adviser skills
Résumé
The object of this article is the development of customer banking skills as a result of using online banking and its impact on the competence of customer advisers in face-to-face customer contacts. We focus on the use of software applications by customer advisers (CA) during customer contacts. The main results show that online banking enables customers to develop a range of banking skills. In order to deliver the service required by the context, advisers select the required competences according to the level of expertise of their customers.
Domaines
Psychologie
Origine : Fichiers produits par l'(les) auteur(s)
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