AUTOMATION
BY DINA VANCE, ULYSSES LEARNING
ILLUSTRATION PROVIDED BY ADOBE STOCK
WHAT CONTACT CENTERS CAN LEARN FROM ATMs WHY ATMs SHOULD MAKE AGENTS FEEL BETTER ABOUT THEIR JOBS.
When automated teller machines( ATMs) first showed up in the late 1970s, many predicted a steady decline in bank tellers.
I can remember working at a small community bank in 1988 and having our first ATM installed. It created a lot of discussion at my level- I was a teller at the time- about potential job replacement.
After all, ATMs could do the core transactional work like dispense cash, accept deposits, and report balances.
20 CONTACT CENTER PIPELINE
But that didn’ t happen, for reasons I will explore in this article. Tellers are still here but in a more professional role. And coming full circle, my son just graduated college and started his first professional role as a universal banker.
... THE [ ATMs ] TOOK OVER PREDICTABLE, REPEATABLE TASKS, WHILE HUMANS MOVED UP THE VALUE CHAIN.