Comments on: More Highlights from Lift07 #2 Colin Henderson http://www.thomaspurves.com/2007/02/14/more-highlights-from-lift07-2-colin-henderson/ Wed, 25 Jan 2012 15:04:00 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Colin Henderson http://www.thomaspurves.com/2007/02/14/more-highlights-from-lift07-2-colin-henderson/comment-page-1/#comment-6675 Colin Henderson Thu, 15 Feb 2007 01:48:07 +0000 http://www.thomaspurves.com/2007/02/14/more-highlights-from-lift07-2-colin-henderson/#comment-6675 Bryce ... I would like to take a crack some points you raise .. valuable points. Q. employees are almost by definition transactional workers A. Not so ... majority of employees are required to discuss, review, analyse, and keep happy - customers. Tellers are down to less than 20% of Branch employees now in aggregate. On a more general note, bank employees, even transactional ones, must talk to many customers daily. You are obviosly Canadian. Imagine trusting your financial affairs, including transactions to the Post Office? I suggest its essential we think of all employees as knowledge workers. Where they might differ is at the edge, but this is their core mission. Thats why Bank loyalty is lacking. How many people feel their banker is nice, helpful, tries hard .... what about, pro-active, understands me, keeps me up to date, and the coupe de grace - "sold me on online banking". Bryce … I would like to take a crack some points you raise .. valuable points.
Q. employees are almost by definition transactional workers
A. Not so … majority of employees are required to discuss, review, analyse, and keep happy – customers. Tellers are down to less than 20% of Branch employees now in aggregate.

On a more general note, bank employees, even transactional ones, must talk to many customers daily. You are obviosly Canadian. Imagine trusting your financial affairs, including transactions to the Post Office? I suggest its essential we think of all employees as knowledge workers. Where they might differ is at the edge, but this is their core mission. Thats why Bank loyalty is lacking. How many people feel their banker is nice, helpful, tries hard …. what about, pro-active, understands me, keeps me up to date, and the coupe de grace – “sold me on online banking”.

]]> By: Colin Henderson http://www.thomaspurves.com/2007/02/14/more-highlights-from-lift07-2-colin-henderson/comment-page-1/#comment-44000 Colin Henderson Thu, 15 Feb 2007 01:48:00 +0000 http://www.thomaspurves.com/2007/02/14/more-highlights-from-lift07-2-colin-henderson/#comment-44000 Bryce ... I would like to take a crack some points you raise .. valuable points. Q. employees are almost by definition transactional workers A. Not so ... majority of employees are required to discuss, review, analyse, and keep happy - customers. Tellers are down to less than 20% of Branch employees now in aggregate. On a more general note, bank employees, even transactional ones, must talk to many customers daily. You are obviosly Canadian. Imagine trusting your financial affairs, including transactions to the Post Office? I suggest its essential we think of all employees as knowledge workers. Where they might differ is at the edge, but this is their core mission. Thats why Bank loyalty is lacking. How many people feel their banker is nice, helpful, tries hard .... what about, pro-active, understands me, keeps me up to date, and the coupe de grace - "sold me on online banking". Bryce … I would like to take a crack some points you raise .. valuable points.
Q. employees are almost by definition transactional workers
A. Not so … majority of employees are required to discuss, review, analyse, and keep happy – customers. Tellers are down to less than 20% of Branch employees now in aggregate.

On a more general note, bank employees, even transactional ones, must talk to many customers daily. You are obviosly Canadian. Imagine trusting your financial affairs, including transactions to the Post Office? I suggest its essential we think of all employees as knowledge workers. Where they might differ is at the edge, but this is their core mission. Thats why Bank loyalty is lacking. How many people feel their banker is nice, helpful, tries hard …. what about, pro-active, understands me, keeps me up to date, and the coupe de grace – “sold me on online banking”.

]]> By: Bryce Johnson http://www.thomaspurves.com/2007/02/14/more-highlights-from-lift07-2-colin-henderson/comment-page-1/#comment-6667 Bryce Johnson Wed, 14 Feb 2007 20:38:58 +0000 http://www.thomaspurves.com/2007/02/14/more-highlights-from-lift07-2-colin-henderson/#comment-6667 One of the great concerns with information systems within banks (in canada anyway) is to get effect information finding to their front line retail employees (CRS, Tellers, Telephone Banking, Advisors). Effective Information retrieval can be valuble in multiple ways. CSRs with up-to-date information will be more effective with their customers. Calculating ROI of finding information faster is easier when you are talking about Front line staff because they have the task templates in place and there is more of them then anyone else in a bank. I am having a hard time seeing how E2.0 will be embraced by the banks as the majority of their employees are almost by definition transactional workers that just need to consume information. Social bookmarking comes to mind as a possible benefit but I'm not sure about other aspects. There are many areas of the banks where E2.0 totally makes sense. I see the functional units that support the various lines of business as an ideal environment for E2.0 One of the great concerns with information systems within banks (in canada anyway) is to get effect information finding to their front line retail employees (CRS, Tellers, Telephone Banking, Advisors). Effective Information retrieval can be valuble in multiple ways.

CSRs with up-to-date information will be more effective with their customers. Calculating ROI of finding information faster is easier when you are talking about Front line staff because they have the task templates in place and there is more of them then anyone else in a bank.

I am having a hard time seeing how E2.0 will be embraced by the banks as the majority of their employees are almost by definition transactional workers that just need to consume information. Social bookmarking comes to mind as a possible benefit but I’m not sure about other aspects.

There are many areas of the banks where E2.0 totally makes sense. I see the functional units that support the various lines of business as an ideal environment for E2.0

]]> By: Bryce Johnson http://www.thomaspurves.com/2007/02/14/more-highlights-from-lift07-2-colin-henderson/comment-page-1/#comment-43999 Bryce Johnson Wed, 14 Feb 2007 20:38:00 +0000 http://www.thomaspurves.com/2007/02/14/more-highlights-from-lift07-2-colin-henderson/#comment-43999 One of the great concerns with information systems within banks (in canada anyway) is to get effect information finding to their front line retail employees (CRS, Tellers, Telephone Banking, Advisors). Effective Information retrieval can be valuble in multiple ways. CSRs with up-to-date information will be more effective with their customers. Calculating ROI of finding information faster is easier when you are talking about Front line staff because they have the task templates in place and there is more of them then anyone else in a bank. I am having a hard time seeing how E2.0 will be embraced by the banks as the majority of their employees are almost by definition transactional workers that just need to consume information. Social bookmarking comes to mind as a possible benefit but I'm not sure about other aspects. There are many areas of the banks where E2.0 totally makes sense. I see the functional units that support the various lines of business as an ideal environment for E2.0 One of the great concerns with information systems within banks (in canada anyway) is to get effect information finding to their front line retail employees (CRS, Tellers, Telephone Banking, Advisors). Effective Information retrieval can be valuble in multiple ways.

CSRs with up-to-date information will be more effective with their customers. Calculating ROI of finding information faster is easier when you are talking about Front line staff because they have the task templates in place and there is more of them then anyone else in a bank.

I am having a hard time seeing how E2.0 will be embraced by the banks as the majority of their employees are almost by definition transactional workers that just need to consume information. Social bookmarking comes to mind as a possible benefit but I’m not sure about other aspects.

There are many areas of the banks where E2.0 totally makes sense. I see the functional units that support the various lines of business as an ideal environment for E2.0

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