Linda Verba, head of retail banking at TD Bank (and considered to be a guru of bank customer service in the US) discusses a 'return to civility' for bank call centres and customer service.
This video is part of a series Finextra is conducting along with BAI Banking Strategies, in preparation for the upcoming BAI Retail Delivery event in Chicago this October. The videos cover various banks' views on trends affecting their retail delivery - such as customer experience, branch banking, customer data and regulation. You can view additional videos, news and thought leadership articles at BAI Global Connect.