"We decided to engage our managers in one of the bank’s strategic areas — customer care. As one-off events, we brought our executives to contact centers to do the operator jobs. For them, direct communications with customers was a source of inspiration for improvements in their departments. We wanted to …

"We strive to automate most of our processes because any manual handling poses obstacles for growth. All contacts incoming to the call center pass through a telephony service, which we developed ourselves. It performs simple operations and generally suits us well. However, some things are more convenient and cheaper with …