To gain competitive advantage in the market, several retail banks have recently started to deploy biometric technologies in their service encounters. Biometrics is an emerging technology that authenticates individuals using their unique physical characteristics. While the application of...

Banks and financial institutions depend upon telephone call centers to meet the needs of a changing and ever more demanding consumer for 24×7 access. Call centers serve as a source of service recovery, added value, market intelligence, and strategic advantage. Despite their ubiquity, there are...