“The life of a bank call center agent is rapidly changing.
Where once agents mainly answered customers’ routine questions over the telephone, today they are addressing a wider range of technical queries through a growing number of media.
There is live chat on mobile apps and websites. There are Skype-like experiences on ATMs. And in some foreign countries, there are mobile banking apps with video-chat capabilities. There is two-way texting, and of course, there is responding to consumers’ tweets and Facebook requests.”
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