March 14, 2018
B. Scott Fisher
Mobile banking is changing customer behavior. Fintechs are luring away customers. Teller transactions at bank branches are declining by 8% per year.
Banks have to hit the right notes with customers today, to attract them and keep them engaged amid these and other elements of the growing din in the financial services market. Banks’ call centers can help differentiate them from digital-native fintechs, as part of a branding strategy aimed at delighting customers.
To gain advantage, 2018 is the year your bank should lift its voice—that is, take your call center operations to a new level.
Read the full article in Banking Exchange