By Primax We ask a lot of those who work in the service industry. Whether in a restaurant, retail store or hotel, we expect our food to arrive on time, our order to be correct and our lodging needs to be met — all delivered with excellent people skills and, perhaps, a prescient anticipation of our needs. In the financial industry, expectations can be higher still. The contact center is often the entry point for banking customers looking to resolve a perceived problem with their account or report potential fraud. Some callers enter the conversation feeling anxious or annoyed — or worse, angry...