Talkdesk：2024美国金融行业呼叫中心发展概况报告（英文版）

The decline in financial services contact center jobs after the economic downturn of the late 00s turned itself around, with increasing levels of investment in these sectors. However, more generally, consolidation and cost-cutting across the industry has seen the number of contact center operations decline, and agent position numbers have declined very gradually since 2016 as more customers choose digital banking services over telephony. Since 2011, there have been significant new entrants to