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A call center evolved over the 40 last years and became one of the major touch points in the banking sector. The initial idea was to cumulate a workload which previously was processed in different off...
Recently, customers have broad access to knowledge regarding banking products and services. However, when browsing a bank’s website, they often rely on support through remote channels i.e. chat, audio...
Evaluating customer journeys and business models are more relevant than ever. The service model is changing accordingly to sales and service processes which are enabled in digital channels. Regardless...