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The contact center has become the first line of defense in ensuring that a sale lost to the branch does not become a sale lost to the bank altogether.
Contact center conversations tend to be rushed, routine and robotic because managers often value speed over good customer service.
Six Sigma is no longer just for manufacturers; it can work in call centers too.
When banks run marketing campaigns, call centers need to be prepared with detailed planning and staffing models.
New applications can improve sales and service performance, our roundtable says.
Instant messaging presents service opportunities for banks, as well as some challenges, like keeping the chat productive.