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Bank of America undergoes extreme makeover

April 5, 2013 | Telepresence Options


Story and Images by Hadley Malcolm / USA Today

If you've walked into a Bank of America branch lately, you may have noticed a makeover.

Couches and chairs form a lounge area, where there will soon be iPads available for customer use. Employees equipped with tablets will soon be walking around the floor to check in customers or help set up new accounts.

Previously at the forefront, tellers are now tucked in a corner. Private offices�house�large screens for videoconferencing with mortgage loan officers or personal banking professionals -- Bank of America says it has hired thousands to staff its branches and phone lines.

These changes are part of a giant overhaul Bank of America is bringing to its branches, along with upgrades to its online, mobile and social offerings, some already enacted and others to come within the next year. The new Bank of America is focused on buffing up digital services while transforming its branches to be places customers can come to for advice and expertise, since they've almost stopped coming there for everything else.

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