The call centers of financial service institutions (FSIs) have undergone tremendous change over the past several years. Once used primarily for inbound-call customer support, the call center is now becoming a dynamic "customer contact center," embracing fax, e-mail, and Web communications, as well as telephone contact. In addition, banks are migrating from service-oriented to sales-driven strategies. For many FSIs, the call center will become the cornerstone of a next-generation retail delivery infrastructure.

The numbers of customer contacts received by banking call centers are already proving this to be the case. And those numbers are driving initiatives affecting everything from agent training to the use of cutting edge technologies (including speech recognition and video).

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