WaFd Bank And AWS Improved Phone Contact Center

By investing in its contact center, WaFd was an outlier among banks. In a 2023 technology trends report, Celent said only 18% of bank leaders said contact centers were a priority for them.

Robert Meara, a senior analyst at Celent, said banks may be misreading their customers and overestimating the percentage who use digital channels — fully a third of their customers don’t.