Unclogging The Branch And Call Center Traffic Jam

It could be a game show bonus question: Who is more likely to call his bank contact center, a plugged-in millennial in Brooklyn or a retiree fresh off the tennis court at The Villages in Florida? Surprisingly, that young, bearded, plaid-shirted hipster is placing calls to his bank at 1.7 times the rate of the 70-something slice-meister. Millennials may be fluent in Siri, but they are still on the learning curve for paying bills, depositing checks, transferring money and generally resolving issues with their accounts. They also visit the bank branch fairly frequently―and not for free coffee. Can this really be happening today?