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Future-Ready Contact Centers

In Cornerstone’s 2017 What’s Going On in Banking study, financial services executives rated the future-readiness of various functions at their institution. Contact centers were ranked the second-least future-ready function (for more on this see the Q1 2017 Insight Vault). To better understand why, Cornerstone conducted a survey of senior FI execs to understand the state-of-the-union in contact center operations and technology deployment. The survey was designed to assess FIs’ contact...

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