Adams, John
August 2007
Bank Technology News;Aug2007, Vol. 20 Issue 8, p22
Trade Publication
The article focuses on the strategy of banking institutions to employ call center representatives performance metrics to branch personnel in order to boost sales and customer experience in the U.S. According to Darryl Demos of WES, the initiative offers financial services firms a huge opportunity to maximize customer service as well as profitability. TowerGroup's Jerry Silva explained the different components of branch performance optimization.


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