Customer Service Strategies for Community Banking and Credit Unions: Driving Competitive Advantage Through Customer Service Excellence in the Contact Center
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Overview: The US banking environment has become increasingly challenging for community banks and credit unions. Growth in the core banking areas of deposits, mortgage origination and consumer lending has peaked in many states and the top-tier and regional banks have become increasingly aggressive in leveraging their capital and marketing power to expand market share. This paper from Datamonitor explores the trends and developments around these areas within the context of the specific challenges the US community banking and credit union industries face considering the role of communication and workforce optimization technologies.