How Mobile Banking Is Changing, Updating The Traditional Role of the Call Center; Between live chat, video chat, texting and more, gone are the days when call center agents could expect to deal mostly with routine questions, and knowledge of third-party technology is required

The life of a call center agent is rapidly changing. Where once agents at credit unions and banks mainly answered routine questions over the telephone, today they are addressing a wider range of technical queries through a growing number of media. PenFed CU President and CEO James Schenck said the a...

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Bibliographic Details
Published in:	Credit Union Journal 2015-07, Vol.19 (15), p.12
Main Authors:	Wisniewski, Mary, Passman, Aaron
Format:	Article
Language:	eng
Subjects:	Banking industry Banks Banks (Finance) Branch banking Business conditions Call centers Credit unions Customer services Financial services Mobile applications Mobile commerce Multimedia communications Smartphones Social networks
Online Access:	Get full text
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Summary:	The life of a call center agent is rapidly changing. Where once agents at credit unions and banks mainly answered routine questions over the telephone, today they are addressing a wider range of technical queries through a growing number of media. PenFed CU President and CEO James Schenck said the advent of mobile banking applications has had a similar impact on how consumers interact with their credit union as did the advent of call centers.
ISSN:	1521-5105