No longer just about back-office servicing, contact and call centers now provide banks with an opportunity to nurture customer relationships. Supported by integration and productivity tools, call centers have become proactive - rather than strictly reactive - channels.
I'm as imaginative as the next editor, but I cannot shake the feeling that I have been writing essentially the same editorial over and over the past few months - exhorting bank executives to get their acts together when it comes to managing critical information securely and responsibly.
Product innovation is key to growth in the card business, but the ability to grow without sacrificing security, speed and reliability is critical. Banks that can provide these things, along with convenience for consumers and increased sales opportunities for merchants, will achieve success.