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Ovum Research: WFO Is Critical to Banks Looking at Transforming Their Branch Strategies

Banks around the world are urgently redefining the role and value of the bank branch in response to changes in consumer channel preferences, particularly digital growth. As a result, banks are transforming how branches are used to support their customers. Ovum recently conducted a survey of retail banking executives, asking them to identify their current […]


How to Boost Productivity in Back Offices

In a recent survey by Ovum, executives were asked to describe the primary objectives of the back-office areas within their businesses. (Click here to download the Ovum report.) They had two primary concerns: execute work at the lowest cost and improve customer service. These objectives mirror the experiences of another area of the business that […]