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Kathlyn L. Farrell, Mark Westmoreland, and Kathleen R. Sanchez to Participate in ABA Briefing: Complaints Management 2.0: You Have the Program, Now How Do You Optimize It?
Date: Thursday, July 16, 2015
Time: 2:00 PM - 3:30 PM
Topic: Complaints Management 2.0: You Have the Program, Now How Do You Optimize It?

Complaint management continues to be a focus of banking regulators. Most institutions now have a program in place to collect and analyze complaints. But how can the voice of the customer be used to the greatest advantage? In this 90-minute briefing, panelists will discuss how institutions have optimized their complaint management programs and used customer input -- both negative and positive comments -- to improve their products and processes.

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