Reinventing the Call Center

The movement of bank customer transactions to electronic channels has led call centers to focus more on problem resolution.

BAI Banking Strategies

October 18, 2012

By Robert Stowe England

Got an issue to resolve with you bank? Now, you can do it easily right over the phone. That's the message banks increasingly have for their retail customers as financial institutions give their call centers an expanded role.

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Robert Stowe England is an author and financial journalist who has specialized in writing about financial institutions, financial markets, retirement income issues, and the financial impact of population aging.

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