{"id":43986,"date":"2020-09-29T09:05:39","date_gmt":"2020-09-29T16:05:39","guid":{"rendered":"\/us\/en\/blog\/?p=43986"},"modified":"2024-08-06T07:55:33","modified_gmt":"2024-08-06T14:55:33","slug":"3-challenges-for-banks-in-the-new-covid-19-workplace","status":"publish","type":"post","link":"\/us\/en\/blog\/3-challenges-for-banks-in-the-new-covid-19-workplace\/","title":{"rendered":"3 challenges for banks in the new COVID-19 workplace"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">COVID-19 disrupted decades of consumer banking habits, client needs, and expectations\u2014practically overnight.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In a recent study by IDC Financial Insights, <\/span><b><i>nearly six in 10 consumers said they purposely avoided in-person banking<\/i><\/b><span style=\"font-weight: 400;\"> due to the pandemic.<\/span><\/p>\n<hr \/>\n<p><span style=\"font-weight: 400;\">\ud83d\udc40 \ud83d\udc40\u00a0 Did you know that digital transformation in financial services is well underway? Grab our infographic to get the whole story.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\t<\/p>\n<div class=\"download-form-widget enterprise-download-form\" data-url=\"https:\/\/netstorage.ringcentral.com\/documents\/support_pillars_financial_services_transformation.pdf\" data-id=\"69d296c95db35\" id=\"69d296c95db35\">\n\t\t<button tabindex=\"on\"  on=\"tap:69d296c95db35.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">Check it out<\/button><\/p>\n<div class=\"download-form-modal\">\n<div class=\"download-form-modal-body\">\n<div class=\"download-form-modal-content\">\n<div class=\"download-form-modal-title\">What are the three support pillars for financial services transformation?<\/div>\n<form class=\"download-form ENTERPRISE\" method=\"post\">\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Full Name\" aria-required=\"true\" aria-invalid=\"false\" type=\"text\" name=\"fullname\" placeholder=\"Full Name\" data-dl-events-hover=\"true\" data-dl-element=\"text\" data-dl-additional-info=\"enterprise download form\">\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Email (please enter a work email address)\" aria-required=\"true\" aria-invalid=\"false\" type=\"email\" autocomplete=\"on\" name=\"email\" placeholder=\"Email (please enter a work email address)\" data-dl-events-hover=\"true\" data-dl-element=\"email\" data-dl-additional-info=\"enterprise download form\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"popup_form\" value=\"1\">\n\t\t\t\t\t\t<\/div>\n<div><input type=\"hidden\" name=\"Asset_ID__c\" value=\"ODAM-02524\" class=\"download-form-input\"><\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"Lead_Entry_Source__c\" value=\"RC Blog Enterprise\" class=\"download-form-input\"\/>\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<button class=\"download-form-submit\" type=\"submit\" data-dl-element=\"button\" data-no-auto-dl=\"true\" data-dl-additional-info=\"enterprise download form\" data-dl-name=\"Learn more now\">Learn more now<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:69d296c95db35.toggleClass(class='open')\" role=\"button\" tabindex=\"0\"  class=\"download-form-modal-close\"><\/button>\n\t\t\t\t<\/div>\n<div class=\"download-form-modal-thank\"> Enjoy!<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<hr \/>\n<p><span style=\"font-weight: 400;\">COVID-19 drove customers to explore new methods to meet their needs\u2014most notably digital contact centers staffed by remote employees. Many banks, however, were ill-equipped to handle this.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">According to IDC&#8217;s 2020 Consumer Banking Channel Preference survey, customers who opened a new account through a contact center rated their experience as the least satisfying compared to in-branch and other channels.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">To survive both the coronavirus pandemic and beyond, the challenge is elevating the <a href=\"https:\/\/www.ringcentral.com\/contact-center.html\">contact center<\/a> experience to that of in-branch, online, or mobile. Businesses focused on implementing digital technologies and processes\u2014particularly those that allow employees to work and serve customers from anywhere\u2014are best positioned to meet this challenge.<\/span><\/p>\n<p>Here are 3 key takeaways for financial institutions in the new normal:<\/p>\n<h3 class=\"heading h3\"><b><a id=\"landscape\"><\/a>1. Build a workplace that meets the demands of today\u2019s changing landscape<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Whether it\u2019s a second wave of the virus or a new challenge altogether, meeting customers\u2019 changing needs means giving employees the right resources to do so under any circumstance.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cCOVID was not our first remote exercise. [In West Texas], we constantly have tornadoes, severe thunderstorms, things like that, that will take locations out for who knows how long,\u201d said Erick Owens, AimBank\u2019s SVP of Information Technology and Security. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">AimBank implemented RingCentral<\/span><span style=\"font-weight: 400;\"> to mitigate such risks and ensure that digital communication channels between branches and customers remained open, regardless of what\u2019s happening outside the bank.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\t<\/p>\n<div class=\"rc-subscribe\" id=\"new-rc-subscribe\"  style=\"background-image:url('\/us\/en\/blog\/wp-content\/themes\/ringcentral\/assets\/images\/temp\/subscribe.png')\">\n\t\t<button class=\"close js-popup-close\"><svg class=\"icon_close_mobile\" width=\"20\" height=\"20\"><use xlink:href=\"#icon_close_mobile\"><\/use><\/svg><\/button><\/p>\n<div class=\"rc-subscribe__wrapper\">\n<div class=\"rc-subscribe__wrapper_text\">\n<h3 class=\"rc-subscribe__title h2\">Stay informed with RingCentral<\/h3>\n<div class=\"rc-subscribe__subtitle\">Subscribe to our emails for the latest blogs, events, and exclusive content on AI-powered communication solutions. Stay ahead with insights and tips from the leader in trusted AI communications.<\/p>\n<p>\t\t\t\t\t<a href=\"https:\/\/www.ringcentral.com\/legal\/privacy-notice.html\" target=\"_blank\" data-dl-name=\"Privacy Notic\" data-dl-element=\"link\" data-dl-additional-info=\"social\" rel=\"noreferrer noopener\">Privacy Notice<\/a>\n\t\t\t\t<\/div>\n<\/p><\/div>\n<div class=\"rc-subscribe__wrapper_form\">\n<form class=\"\" data-event-init=\"true\" novalidate data-js-form>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<input\n\t\t\t\t\t\t\t\tname=\"email\"\n\t\t\t\t\t\t\t\tplaceholder=\"Email address *\"\n\t\t\t\t\t\t\t\ttitle=\"Must be valid email. example@yourdomain.com\"\n\t\t\t\t\t\t\t\tminlength=\"4\"\n\t\t\t\t\t\t\t\tmaxlength=\"255\"\n\t\t\t\t\t\t\t\ttype=\"email\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tpattern=\"[a-z0-9._%+\\-]+@[a-z0-9.\\-]+\\.[a-z]{2,}$\"\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\tautocomplete=\"on\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-events-hover=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-element=\"email\"\n\t\t\t\t\t\t\t\tdata-dl-additional-info=\"LET'S WORK TOGETHER\"\n\t\t\t\t\t\t\t\taria-label=\"Email address *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"email-subscribe-errors\"\n\t\t\t\t\t\t><br \/>\n\t\t\t\t\t\t<span class=\"field__errors\" id=\"email-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<select\n\t\t\t\t\t\t\t\tname=\"Country__c\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\taria-expanded=\"false\"\n\t\t\t\t\t\t\t\taria-label=\"Country *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"country-subscribe-errors\"\n\t\t\t\t\t\t><option value=\"\" disabled=\"disabled\" selected=\"selected\">Country<\/option><option value=\"Canada\">Canada<\/option><option value=\"United_States\">United States<\/option><\/select><\/p>\n<p>\t\t\t\t\t\t<span class=\"field__errors\" id=\"country-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<button type=\"submit\" data-event-init=\"true\">Subscribe<\/button>\n\t\t\t\t\t<\/div>\n<\/p><\/form>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"confirm-form\" role=\"status\" aria-live=\"polite\" style=\"display: none;\" aria-hidden=\"true\">\n<div class=\"confirm-form__text\">Thank you for your interest in RingCentral<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<h3 class=\"heading h3\"><b><a id=\"personal\"><\/a>2. Build a strong digital growth strategy while keeping the power of personal touch<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Technology is ever-changing, and as it evolves, consumer expectations shift. As new technology is rolled out, however, the customer experience must be maintained across each and every new channel in order to maintain satisfaction.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cThe problem\u2014or the limitation\u2014is that [new channels are often] not yet connected to each other,\u201d Silva says. Such disconnection creates silos and challenges in sharing customer data across channels, reducing the seamlessness of interactions.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">To counter this, banks need to implement tools that integrate across channels, seamlessly sharing data across all service platforms.<\/span><\/p>\n<h3 class=\"heading h3\"><b><a id=\"employees\"><\/a>3. Build new ways to empower and motivate employees virtually<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">While customer satisfaction may be the ultimate goal, businesses can\u2019t afford to overlook employee engagement and satisfaction, as these metrics are closely tied to productivity and performance.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">But empowering and motivating employees is yet another challenge that banks face when workers shift from in-branch to remote work.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Owens describes how RingCentral&#8217;s unified communications enabled AimBank&#8217;s<\/span><span style=\"font-weight: 400;\">\u00a0remote staff to easily switch from instant messaging conversations to deeper video chats.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cYou get a water cooler conversation or (the ability to virtually) gather around the conference table and hash out whatever the issue is. You can sit down and figure it out,\u201d he said.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Learn more about how unified communications help financial institutions meet the needs of today\u2019s employees and customers.<\/span><\/p>\n<div class=\"button-wrapper\" align=\"center\"><a href=\"https:\/\/www.ringcentral.com\/office\/industry-solutions\/business-communications-for-financial-services.html\" target=\"_blank\" rel=\"noopener noreferrer\"><button class=\"show-demo-button\"> Learn More<\/button><\/a><\/div>\n","protected":false},"excerpt":{"rendered":"<p>COVID-19 disrupted decades of consumer banking habits, client needs, and expectations\u2014practically overnight. In a recent study by IDC Financial Insights, nearly six in 10 consumers said they purposely avoided in-person banking due to the pandemic. \ud83d\udc40 \ud83d\udc40\u00a0 Did you know that digital transformation in financial services is well underway? Grab our infographic to get the &#8230;<\/p>\n","protected":false},"author":29,"featured_media":43988,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[18836],"tags":[18838,18839,18837,18840],"class_list":["post-43986","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-financial-services","tag-bank-teller-work-from-home","tag-bank-unified-communications","tag-bank-work-from-home","tag-ucaas-for-banks"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>3 challenges for banks in the new COVID-19 workplace | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Businesses that implement digital technologies and processes that allow employees to work and serve customers from anywhere are best positioned for growth.\" 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