SUCCESS STORY: UBI BANCA Reaching out to web visitors: right time, right channel, right agent Fair and efficient work distribution boosts customer and agent satisfaction gains Accommodating customers’ busy lifestyles UBI Banca blends tradition with innovation. With around four million customers, 18,000 staff and 1700 branches, its priorities include building solid customer relationships and capital strength, backed by operational efficiency and attentive risk control. Contact centers play an increasingly important role because many customers prefer to bank online or using their mobiles, at a time that fits their busy lifestyles. Enrico Ugoletti, Head of Direct Channel Business Services, says: “The virtual customer experience has to equal the one they get at the branch. That m

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