Executive Talk: Jim White, Santander Bank

Jim White is Senior Vice President and Director of Card Services at Santander Bank. Jim talks about the agent skill requirements they have in their financial contact center. Their agents are a source of information and education. He discusses their hiring and training practices, and addresses the challenges that come from efficient technology that handles all the easier interactions leaving their agents to handle the more complicated issues with their customer base. Great interview with Jim addressing the day-to-day challenges in the financial contact center.