By pairing data from the recently published BAI Retail Banking Outlook survey, and Harland Clarke’s personal data from years servicing the financial industry, we’ve compiled the following 5 trends to be aware of in 2017. Is your financial institution (and contact center) sufficiently prepared? Read on.
Fewer branches translate to fewer face-to-face interactions with account holders, leading to further migration from the physical branch to digital channels. While online, mobile and the contact center are important to overall customer experience, fewer branches mean the frontline staff has an even larger impact — for better or worse.
It’s no secret that the number of branches for banks and credit unions has been decreasing steadily over the past several years. This has caused the monthly number of branch...