UK Contact Centre Verticals: Financial Services

Take a comprehensive look at the structure, growth, technology, staff and commercial complexities found in contact centres within the US financial services vertical.

While the financial services industry has been relatively slow to embrace digital communication over voice, this has started to change very quickly in recent years and expectations are high for solutions such as web chat and AI technology to be implemented in the near future. Banks, credit unions, lending companies, stock brokers and debt collection agencies must consider increasing their self-service, automation and digital communication offering in order to keep up shifts in customer expectations.

Containing data from multiple large-scale surveys of hundreds of contact centres carried out since 2010, the US Contact Centres Vertical: Financial Services report explores:

• Ongoing trends in market size, growth and structure.
• The increased adoption of digital channels and AI technologies.
• How financial services contact centres compare to pertinent industry benchmark metrics.

Start preparing for 2022 and beyond, today. Download the research report today.