Good ideas seldom translate quickly into sound business practices. Take, for example, the "Call center as profit center" mantra bouncing around the industry these days. We've all heard the line before, but what does it really take for a financial institution to achieve such an objective?

The truth is, while everybody's talking about call centers as the "heart" of profitability, few financial institutions are truly embarking on a strategic plan to create multi-media, sales- and service-oriented call centers that seamlessly tie all channels of an institution together.

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