“US Contact Center Verticals: Finance” looks at the structure, growth, technology, HR and commercial issues found in contact centers within the US banking, credit card and financial services sector.
It contains data from multiple large-scale surveys of hundreds of contact centers carried out since 2010, and is the definitive study of this vertical market’s customer contact operations.
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There are 1.7m agent positions in the US’s 250+ seat contact center category, and the finance sector accounts for almost 20% of these and are often amongst the largest contact centers in the country.
While financial services has been relatively slow to embrace digital communication over voice, this has started to change very quickly in recent years and expectations are high for solutions such as web chat to be implemented in the near future.
There is a high level of expectation amongst financial services contact centers that speech analytics and AI will be implemented in the near future, and there is also considerable interest in using speech recognition as part of a voice identification solution.
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