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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.