17.03 - COVID-19 puts customer support on the fast track to change

Banks and credit unions scrambled to keep their customer support going as a work-from-home job after the unwelcome arrival of the coronavirus. Now, with reopening talk getting louder, it’s hard to see that that important function simply going back to the way it was pre-COVID-19. D.J. Haskins, head of marketing at SilverCloud, shares what he's seeing from clients as a result of the pandemic, and how the lessons learned this spring may change customer support in the years ahead.