Research Report

STATE OF THE FINANCIAL SERVICES CONTACT CENTER

We asked questions nobody has ever asked before...

And as a result, we've got fresh insights. Read our trends report on what financial services leaders will be doing differently to elevate their technology and teams in 2021 and beyond.

Highlights include...

Leaders are optimistic and hiring: 98% are optimistic they’ll be a revenue driver in the future and 90% are continuing to hire.
Most will be hybrid or on-site, not fully remote: 39% will operate on a hybrid model, and 0% will remain fully remote once a vaccine is available.
Compliance is the biggest challenge of remote work: 100% believe that it is more challenging to ensure compliance remotely versus in-office.

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