First, by reducing the cost of operating a bank branch, ATMs indirectly increased the demand for tellers: the number of tellers per branch fell by more than a third between 1988 and 2004, but the number of urban bank branches (also encouraged by a wave of bank deregulation allowing more branches) rose by more than 40 percent. Second, as the routine cash-handling tasks of bank tellers receded, information technology also enabled a broader range of bank personnel to become involved in “relationship banking.” Increasingly, banks recognized the value of tellers enabled by information technology, not primarily as checkout clerks, but as salespersons, forging relationships with customers and introducing them to additional bank services like credit cards, loans, and investment products.
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