A WHITE PAPER THE AGILITY IMPERATIVE HOW BANKS’ CONTACT CENTERS CAN ADAPT AND SCALE TO SERVE TOMORROW’S CUSTOMERSTODAY’S CONTACT CENTER IS NOT READY In the midst of a crisis, a customer needs answers immediately: immediate availability, after all, is what consumers have come to expect from today’s brands. Online FAQs, chatbots, customer service representative (CSR) support by phone, email or SMS—contact centers offer these and other channels for customers to get the service they need according to their preference. But when a crisis develops, unprepared contact centers can fall apart. The customer tries—and fails— to resolve an issue through every channel. First, the customer checks a hastily published webpage for information, but she’s still uncertain what will happen to her mo

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