If you measure agent performance in a call center by the average time it takes to handle an inbound call, you are making a big mistake, Wells Fargo's Gary Class told attendees June 5 at the SourceMedia Business Intelligence Forum in San Francisco.Instead, the measure should be the elapsed time it takes to solve the customer's problem, he said during a session on call-center metrics. Handling inbound calls successfully can be a huge factor in determining whether you will be successful in cross-selling products such as home equity lines of credit, according to Mr. Class. Business intelligence technology such as pattern-recognition software earns its keep because the more you can predict behavior, the better you serve customers -- and thereby "earn the right to cross-sell," Mr. Class said.
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House Republicans overcame internal divisions to narrowly pass President Trump's tax and spending package Thursday afternoon. The measure would cut the Consumer Financial Protection Bureau's funding level, among other provisions.
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A labor shortage is costing the market tens of thousands of new homes per year, and tariff uncertainty is adding thousands of dollars in expenses per unit.
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The pace of revenue growth slowed toward the end of 2024, with the trend continuing into the first three months of this year, NAHB reported.
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Capital One closed the deal to buy the credit card provider in May and as part of the review process, decided to exit its home equity lending business.
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The 10 basis point decline in the 30-year fixed mortgage was the most since March and the first time rates are below 6.7% since April, Freddie Mac said.
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The firm, now going by Fairway Home Mortgage, said the change is a representation of plans to create a "connected ecosystem."
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