ContactBabel Research Report

US Contact Center Verticals: Finance

When it comes to embracing digital communication channels, financial services organizations have lagged behind other industries.

But that’s changing. And customers are leading the way with growing expectations for rich digital experiences. In response, financial institutions are rethinking their CX strategy to include web chat, video agents, mobile access and more in their communications mix. And with the power of AI, convenient self-service and automated options are smarter than ever.

This report offers insights into the trends that are reshaping the structure, growth, technology, HR and commercial issues in contact centers within the US financial services sector. Leveraging data from multiple large-scale surveys of hundreds of organizations, the study gives an in-depth look into the finance industry’s contact center trends and operations.

Download the ContactBabel research report to learn:

  • How customer trends are impacting the size, structure and growth of contact centers within this industry
  • How financial service contact centers stack up against larger CX trends
  • How technology solutions are empowering call centers in the financial sector to keep pace with customer expectations