To optimize automation, banks should consider call center restructure

Financial institutions investing in automation for contact centers can boost their productivity most by starting with humans rather than the technology. While interactive voice response (IVR), click-to-call and voice authentication have eliminated interim verification steps and reduced lead time, such tools are secondary to the fundamental restructuring taking place in the contact centers at leading banks, according to Frederico Berruti, group leader for McKinsey’s financial services practices and global automation at […]