Branch Workforce Management

Bank and credit union branches are evolving into true customer engagement centers.

Verint Workforce Management for Branch helps banks and credit unions improve efficiencies, enhance customer experience, and drive sales and revenue growth based on the needs of specific branches and markets.

  • 12 of the Top 15

    banks in the US and Canada use Verint Branch WFM software

  • 40,000+

    branches have been licensed to use Verint Branch WFM to optimize their workforce

  • 1.77 Million

    customers served by Verint Appointment Booking and Verint Queue Management

Our Customers

Make Smarter Decisions to Improve Branch Customer Engagement

Customer expectations continue to rise while pressure to improve efficiencies and grow revenue increases. Do you have the tools you need to meet these demands?

Verint partners with leading retail banks and credit unions to help:

  • Improve branch efficiencies by maximizing branch staff utilization.
  • Drive sales and revenue growth by increasing face-to-face time and convenience.
  • Attract and retain talent with flexible scheduling and relevant performance feedback.
  • Improve in-branch customer experience by reducing wait-times and matching resources to demand.
  • Adapt branch operating models to market changes.

Explore this page to learn how.

Featured Branch Solutions

  • Verint Workforce Management Branch Forecaster

    Analyze and predict branch demand and resource capacity with accurate forecasting.

  • Verint Workforce Management Branch Scheduler

    Put the right bankers in front of your branch customers at the right time and place

  • Verint Workforce Management Branch Data Analytics

    A business intelligence tool that allows you to query branch staffing and scheduling data to create custom dashboards, reports, and visualizations.

  • Verint Face-to-Face Voice Interaction Recording

    Capture face-to-face interactions between employees and customers, in an open plan environment or conference room to ensure compliance.

  • Verint Appointment Booking

    Drive foot traffic and increase conversion by making it easy for customers to book appointments on-line for in-person, branch meetings.

  • Verint Queue Management

    Create more informed waiting experiences to retain walk-ins, boost loyalty, and increase customer spend.

Reallocate staff to improve efficiencies

Branch banking is in transition. Customers and employees have different expectations for when, where and what the branch experience will offer post pandemic.

Verint Workforce Management for Branch (WFM) includes Verint WFM Branch Forecaster, which helps banks and credit unions align staffing with your strategy. You can run what-if scenarios to analyze the FTE impact of new staffing and operating model options to cost effectively meet customer expectations.

Learn how Associated Bank achieved an all-time high NPS score.

"As customers interactions with the bank were evolving, we wanted to make our branch staffing decisions based on sound analytics rather than instincts. We performed an extensive review of solutions and found that Verint WFM for Branch addressed our business and technical requirements better than the alternative."

Ben Hopper Former SVP, Head of Strategy, First Horizon Bank

"We conducted a comprehensive of workforce optimization solutions. With their advanced workforce analytics capabilities, best-in class software and services, and deep banking expertise, Verint Branch Workforce Management, met our requirements better than the alternatives."

Mike Butera Former Head of Retail Banking, Fifth Third Bank

"With advanced workforce analytics, we were able to understand the value of a team member in every service transaction. That's critical to making sure we don't have too much or too little capacity."

Jonathan Velline Former Executive Vice President, Wells Fargo Bank
teal element pattern

Keep bankers focused on driving sales and revenue

The prevalence of digital channels means that customers are making fewer trips into the branch. Bankers need to make the most of these face-to-face opportunities and be more proactive in their customer outreach.

Verint WFM Branch Forecaster helps you align banking resources to market growth opportunities, while Verint WFM Branch Scheduler ensures there are dedicated times for outreach and business development built into the bankers’ schedules. Verint Appointment Booking makes it easy for customers to schedule face-to-face time with bankers at a day and time that is convenient for them.

In addition, Verint Face-to-Face Recording can capture in-branch interactions to build banker skills by sharing best practices and identifying coaching opportunities.

Learn how Regions Bank grew households and deposits.

banker with clients

Increase employee flexibility and retention

Today’s workforce expects greater communication and convenience. Verint WFM Branch Scheduler contains an employee self-service hub, called Connect, which gives employees real-time access to their schedules. Employees can also update their availability, request time off, swap or offer shifts, and receive targeted and secure communications from a mobile app or their desktop.

Faster response times and the ability to accommodate unexpected events helps branch staff better balance work and home, increasing employee engagement and retention.

 

Improve In-Branch Customer Experience

Efficient Branch Workforce Management

Having the right people, with the right skills, at the right time to greet and service your branch banking customers is critical to deliver a differentiated customer experience.

Verint Branch WFM Forecaster leverages historical data, proprietary algorithms, and your specific service level goals to predict customer demand.

Verint Branch WFM Scheduler then creates optimal staff schedules to align resources to specific branch, market and employee needs.

 

Convenient Appointment Booking

With Verint Appointment Booking software, your customers can easily book in-person and video banking appointments from any channel, including your website, mobile app, online ads, and social media pages. Simplifying the process of scheduling an appointment can improve a variety of metrics across your branch locations, including:  

  • Foot traffic 
  • Customer loyalty 
  • Resource allocation 
  • Employee productivity.

Learn More About Appointment Booking

Effective Queue Management

Retain walk-ins, recognize  your customers walking into branch, and boost loyalty with informed waiting experiences. Walk-in customers can easily join a digital queue to wait in a virtual lobby or virtual reception, through your host/greeter, kiosk, QR code, or SMS. This helps to manage customer expectations and provide a relaxed lobby waiting experience.  

With Queue Management, your branch staff are more informed and prepared. Dashboards and reports show you who your customers are, why they visit, how long they wait to be served, and more.  

Learn About Queue Management

Efficient Branch Workforce Management

Having the right people, with the right skills, at the right time to greet and service your branch banking customers is critical to deliver a differentiated customer experience.

Verint Branch WFM Forecaster leverages historical data, proprietary algorithms, and your specific service level goals to predict customer demand.

Verint Branch WFM Scheduler then creates optimal staff schedules to align resources to specific branch, market and employee needs.

 

“The Verint Appointment Booking solution definitely drives more bookings for the video banking team. Since we introduced it, we’ve seen twice as many bookings come into our schedules.”

Video Banker Large national bank

“Verint Appointment Booking for us is an opportunity to serve our customers better across all channels and to give the customer choice of when and where to speak with the bank.”

Innovation and Strategy Leader Large national bank

Adapt to New Branch Operating Models

  • Covid-19 accelerated the use of branch staff to support digital channels. Now excess branch capacity can be used to support the phone, chat or email channels.  In addition, resources are more frequently being shared between branches in close proximity.

    One emerging branch operating model, Hub and Spoke, aligns smaller branches with limited services to a larger hub branch that’s full service.  Resources are shared and scheduled across this mini network to improve efficiencies and meet customer needs more effectively.

    Verint Branch Workforce Management enables the scheduling of resources across branches and lines of business to support both physical and digital channels.

    Read the American Banker Research Report: Evolving Bank Branch Operating Models Require New Approaches to Staffing

“Using the Verint Workforce Management for Branch solution has provided us the ability to not only take advantage of efficiency opportunities, but also allowed us to move to branch-based job share initiatives and changes to our hours of operation – a significant financial win overall.”

John Halechko EVP, Director of Branch Banking, Associated Bank

Featured Branch Success Stories

Verint Branch Field Study Gives First Horizon Bank New Insights

First Horizon is the fourth largest regional bank in the Southeast United States with $40 billion in assets.

Large National Bank Reduces Branch No-Shows and Walkouts

Verint Queue Management enabled the bank to manage customer expectations more effectively with regard to wait times.

Regions Financial Corporation

Five years ago, Regions began its branch transformation journey with the purpose to continually improve its customer service, operational efficiency, and sales and service effectiveness.

Associated Bank

Learn more about Branch Workforce Management

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