Banking customers have strong opinions about telephone systems. In a survey sent to customers of Union Bank in Kansas City, Missouri, respondents overwhelmingly wanted more of their calls answered by a person, rather than voicemail. They complained about being bounced from one person to the next, and they really disliked auto attendants. “We looked very [...]

Just a few decades ago, good customer service consisted of a handshake and a smile. But that’s not enough for customers today who have many options on how, when, and where to shop and can make those decisions on the fly. As customers become savvier and more connected, they are relying less on in-store sales [...]