WaFd Bank And AWS Improved Phone Contact Center
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22 December 2022
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By investing in its contact center, WaFd was an outlier among banks. In a 2023 technology trends report, Celent said only 18% of bank leaders said contact centers were a priority for them.
Robert Meara, a senior analyst at Celent, said banks may be misreading their customers and overestimating the percentage who use digital channels — fully a third of their customers don’t.
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