The idea of a bank, credit union or even securities trading firm is being redefined from what it was in the past. About two decades ago, a bank existed almost exclusively as a brick-and-mortar building with a vault full of physical cash. But today, your bank rides with you in your pocket on your smartphone.
The mobile banking revolution is just one of the most constant and visible effects of this digital transformation that is sweeping the financial services industry, but it’s by no means the only one.
Contact centers aren’t new to the financial services world. Banks and credit unions have relied on them for back-office operations and customer service for some time. But in a world where retail banking is no longer the most consistent and common way to engage customers, contact centers become even more important to a financial services firm’s success.
Here’s a look at four ways that contact centers, and the technology solutions that are emerging to support their growth, impact the financial services market.