Banking call centres spearhead online drive

NEWS The banking sector will be among the first to embrace Web-enabled call centres, ahead of areas such as insurance and retail That's according to research from software company Noetica, which commissioned interviews with the 40 top players in several sectors last month. Retail banking, which has embraced CRM to win customers is at the front of the pack, while general retail is identified as a laggard. Noetica said retail's fear of direct channels such as the phone and Internet is a major reason. However, despite progress in many companies, the research showed voice over IP isn't a priority for the respondents.