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The Contact Center: Retail Banking’s Revenue Bright Spot

The contact center is becoming the go-to resource for remote customers who want a real conversation with a banker, but sales capabilities need to be improved. The contact center is being called upon to answer one of the biggest revenue questions facing the retail banking industry: how to sell in an expanding multi-channel market where fewer customers visit the branch. Something needs to be done as customers divert more activity from branch lobbies to web and mobile banking. Opportunities for face-to-face consultative selling are steadily being curtailed. The situation introduces an important expanded role for the contact center, which has ...

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