Bank of Montreal 2010 Annual Report Download - page 15

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Please find page 15 of the 2010 Bank of Montreal annual report below. You can navigate through the pages in the report by either clicking on the pages listed below, or by using the keyword search tool below to find specific information within the annual report.

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BMO on YouTube
Social media offer us a whole new way
to interact with customers on their terms.
Webcasts on the BMO Capital Markets
portal give investors access to the opinions
and research of our key economists.
The Harris enCircle website offers expert
eldercare advice, ranging from how
to navigate important legal and financial
decisions to avoiding caregiver burnout.
BMO Money Diarie$ invites students
to share their ideas for managing their
money while at school.
Experts on Demand
Team members come together from across
financial disciplines to ensure the solutions
we provide fit with the client’s overall
financial picture. TelePresence is helping.
This video conferencing tool allows us
to bring the best BMO financial experts
to our personal, commercial and corporate
clients, everywhere they’re needed.
Going Beyond
The growth of our network in
China is helping us provide seamless
service to customers preparing to
immigrate to North America, and to
customers wanting to invest in China.
Our solid reputation and relationships
in China and India are also providing
valuable pathways for our commercial
clients looking to expand into
emerging markets.
Rethinking Call Centres
In November 2010, BMO opened
the lines at our state-of-the-art
facility that will bring 1,700 personal,
commercial, credit card and
collections
call centre agents together
into a
single facility. By working
as an integrated team, agents are
better positioned to deliver a
seamless customer experience.
Harris customers banking online
can access eChat to talk with a banker
in real time or click Push to Talk to
receive a callback within 60 seconds.
The Informed Entrepreneur
The BMO Business Coach series now offers
over 120 podcasts delivering expert advice
to entrepreneurs on how to run their
business better.
Up-to-the-Minute
Information
BMO introduced a mobile conference
application that allows attendees
at BMO Capital Markets conferences
to use their mobile devices to
access up-to-the-minute conference
information, including their individual
meeting schedules, agendas, and
speaker and company information.
And our Twitter feed helps clients
who use social media get BMO Capital
Markets information in real time.
How Canadians Bank
45% Online banking
5% Combination/other
4% Telephone banking
23% In person at a branch
23% ABMs
Source: The Strategic Counsel for the CBA (2010)
BMO Financial Group 193rd Annual Report 2010 13
www.bmo.com/podcast
“InvestorLine’s online research tools give customers
the confidence to make investment decisions at the speed
of the market. These tools matter to our clients – and
we’re proud to be the team that built them.”
Cesar Rainusso
Vice-President, Strategy and Product Development, BMO InvestorLine
Toronto, Ontario