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Ryan Brogan

Optimizing the Contact Center in the New Normal

Time-tested best practices can help financial institutions stay agile in the face of COVID-19. The effects of COVID-19 for mid-size banks and credit unions will be wide-ranging, and the repercussions are not yet fully understood. One thing we know for certain, however, is that the role of the contact center is more pivotal than ever.

The Sorry State of Contact Center Technology

Customers love digital self-service—right up until they don’t, and then they want a live person. In...