The Revolution is Auto-Resolution

Wilson, Phil
March 2005
Credit Control;2005, Vol. 26 Issue 3, p56
Trade Publication
The article focuses on the use of auto-resolution. Auto-resolution applies in situations where institutions need to reach customers to provide them with important and time-sensitive information to which, most importantly, a response is required in order that a particular issue can be resolved or an appropriate action taken. Normally, such situations require someone at the institution to get in touch with each customer to collect the response, usually through a call center. Shifting these interactions away from the branch and into centralized operations has led to a huge expansion in call centers over recent years.


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