Banks equipping staff for digital transformation

DBS Bank's Ms Lee Pei Ying underwent two half-day training sessions to learn how to engage with customers through the bank's live chat function.
DBS Bank's Ms Lee Pei Ying underwent two half-day training sessions to learn how to engage with customers through the bank's live chat function.PHOTO: DBS

Banks are making sure their customer service officers are staying ahead of technological disruption.

The employees are getting training to understand customer journeys, and interpret and analyse data.

The upgrades are necessary, especially with more customers preferring to bank online. New roles have also been created to showcase the changing face of bank contact centres. They come with snazzy new names such as digital evangelist.

SEE BUSINESS

A version of this article appeared in the print edition of The Straits Times on May 06, 2019, with the headline 'Banks equipping staff for digital transformation'. Print Edition | Subscribe