Customer Service Challenges and Innovations in the Financial Services

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TFinancial institutions are undergoing a sea change as they attempt to deal with an array of challenges that includes hypercompetition, M&As, and generational shift in customer behavior. These high-level business challenges, in turn, have created function-specific challenges and associated imperatives for contact centers and customer service organizations in this service-intensive sector. While other companies continue to struggle in this harsh environment, some of eGain’s financial services clients are consolidating and extending their market leadership with innovation in their contact centers.

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