Auditing
the Auditors by Jack Milligan
— Meeting heightened corporate governance standards
for financial institutions requires proactive internal
auditors.
No
Spam Intended by Bill Stoneman —
Amid experiments with e-mail marketing, providers must
remain alert to customer dislike of unsolicited messages.
Automatic
Response by Elizabeth Judd
— Automated e-mail systems can help improve efficiency
and customer service, but they aren't yet ready to respond
without human supervision.
Chat
Gets Serious by Julie Monahan —
Instant messaging presents service opportunities for banks
as well as some challenges, like keeping chat productive.
DEPARTMENTS
Publisher's
Perspective Meeting e-Expectations by Thomas P. Johnson Jr.
— Troubleshooting online initiatives is important,
but the larger challenge is meeting rising customer expectations.
Technology
& Information Enhancing the Branch by Karen Epper Hoffman
— As more investment dollars flow to the branches,
bankers are looking at key software upgrades.
Closing
Thoughts The Management Factor by Steve Klinkerman
— It will take more than a stock market rally to
revive all of the players in wealth management.
