Kevin Bottoms

How Big Banks and Fintechs are Working Together to Innovate the Customer Experience

Comparing financial technology (fintech) companies to legacy financial institutions can invoke an image of David and Goliath. Fintech firms may be small, particularly when compared to the established titans of banking and ...

Call Centers Get Savvy for 2013

In the past, contact centers got a bad rap for being cost centers. So it's not surprising that outsourcing decisions were largely based on costs savings. Fast forward to 2013, and we see a lot of changes. Contact centers are now essential...

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