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4 Predictions About The Future of the Contact Center

With banks’ channel strategies becoming increasingly customer-centric, how is this shaping their call and contact centers? Four experts offer their predictions.
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Peggy Bresnick Kendler has been a writer for 30 years. She has worked as an editor, publicist and school district technology coordinator. During the past decade, Bresnick Kendler has worked for UBM TechWeb on special financialservices technology-centered ... View Full Bio

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Cara Latham
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Cara Latham,
User Rank: Apprentice
7/15/2013 | 1:01:49 PM
re: 4 Predictions About The Future of the Contact Center
I wholeheartedly agree that access to a live person is critical. I am a huge proponent of digital and mobile access, as it is even my preferred method. However, I had to call my bank over the weekend regarding a new card activation and a paper I misplaced with the new PIN number on it. I was out of town at the time and still needed access to my account, and the customer service representative was able to help problem solve. I am not sure any type of technology can truly replace human interaction.
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