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Articles by Ryan Brogan
Communicative Risk Compensation in Adolescent HIV Prevention
To the Editor Miller et al1 rightly call for prioritizing adolescents and young adults in the US HIV response, yet their framework may be incomplete without addressing the communicative consequences of biomedical prevention.
‘New Year, New Me’ CX Edition
When it comes to client experience in banking, the last three years have been a long, reactionary grind of responding to COVID, a white-hot labor market driving up turnover, and rapidly shifting competitive dynamics. In the spirit of New Year’s resolutions, here are three ways “Smarter Banks” will flip the customer experience (CX) script in 2024.
GonzoBanker’s Post-Pandemic Customer Care Playbook
June 25, 2021 Transform your customer care function from a back-office cost center to a 21st century competitive advantage. The COVID-19 pandemic permanently changed consumer banking preferences. Over the past year and a half, customers learned that although they may have been mandated to stay at home, they did not have to accept being told how to do their banking.
Optimizing the Contact Center in the New Normal
Ryan Brogan April 16, 2020 Time-tested best practices can help financial institutions stay agile in the face of COVID-19. The effects of COVID-19 for mid-size banks and credit unions will be wide-ranging, and the repercussions are not yet fully understood. One thing we know for certain, however, is that the role of the contact center is more pivotal than ever.
Contact Centers in the Cloud: A Welcome Disruption
Ryan Brogan February 3, 2020 Three cheers for the energy and innovation that cloud vendors are bringing to financial services contact centers In 2018 I predicted that cloud contact center platforms would be “mainstream” in financial services within three to five years. I was wrong about one important detail: the shift to cloud delivery is already here.
Contact Center Resolutions for 2018
Ryan Brogan January 5, 2018 Experts say the key to successfully keeping resolutions is setting reasonable, achievable targets. So, while momentum is still on our side, here are three resolutions every contact center leader can tackle in the coming year. Become the customer data hub. Contact centers have long been the embodiment of the banking data paradox: tons of customer data but little in the way of meaningful information and insight.
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