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
- 20+
years of industry leadership
Branch Workforce Management Insights
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Our Customers
Verint partners with leading retail banks and credit unions to improve branch efficiencies, engage customers and create differentiated experiences.
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.
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.
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.
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“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.”
“Our Colleague Resourcing Tool, powered by Verint’s WFM for Branch solution, helped us make better resourcing and recruiting decisions. This enabled us to have a more agile workforce with improved colleague engagement.”
Improve in-branch customer experience
Having the right people, with the right skills, at the right time to serve your customers is critical to delivering a differentiated customer experience.
Verint WFM Branch Forecaster leverages historical data, purpose-built algorithms, and your specific service level goals to accurately predict customer demand. Verint WFM Branch Scheduler then creates optimal staff schedules to align resources to specific branch, market, and employee needs.
For convenience and efficiency, you can also automate and integrate online appointment booking with individual banker schedules.
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.
Learn how Lloyds Banking Group increased employee and customer satisfaction while improving their cost to income ratio to best-in-class.
Support resource sharing
To best meet the changes in customer demand and increase utilization, branch staff can be assigned to work at multiple branches, in a resource pool, or even across functions when they are supporting work for digital channels, the contact center, or back office.
Verint Workforce Management for Branch is part of the Verint Cloud Platform and enables the scheduling of resources across locations.
Download the BAI Quick Q&A on Branch WFM to learn about resource sharing, the impact of Covid-19 on branches, and moreMake data-driven decisions on branch operating models
Industry-leading banks and credit unions are deploying multiple operating models across their branch networks to ensure they:
- Drive cost efficiencies
- Meet branch-level service targets
- Capitalize on market and revenue growth opportunities.
Verint Branch WFM Forecaster and Verint WFM Branch Data Analytics give executives the data and insights they need to quickly adapt their branch workforce and operating models to meet the evolving needs of their customers.
Hear executives from Lloyds Banking Group and Associated Bank share how the operating models across their branch networks have evolved in the On-demand Panel Discussion: Emerging Branch Operating Models.
Watch NowEasily schedule appointments at branch locations
With the Qudini by Verint Appointment Scheduling solution, your customers can easily schedule appointments from any channel, including your website, mobile app, online ads, and social media pages. Simplifying the process of creating an appointment can improve a variety of metrics across your branch locations, including:
- Foot traffic
- Customer loyalty
- Resource allocation
- Employee productivity
Improve Your Branch Experience with 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 virtual queue through your host, kiosk, QR code, or SMS, helping to manage customer expectations and provide a relaxed waiting experience.
With the Qudini by Verint Queue Management solution, you can be sure the right people are in the right place at the right time by managing your customers and branch employees in one place. Dashboards and reports show you who your customers are, why they visit, how long they wait to be served, and more.
Learn About Queue ManagementTurn to the experts for help
Verint has some of the industry’s leading experts in branch transformation and optimization. Our consultants have over 20+ years of retail banking and branch WFM experience. In addition to our differentiated software implementation services, we offer customized and packaged Branch Consulting Services including:
- Field Studies
- Open Hours Optimization
- Position Planning
- Rapid Realignment Modeling
- Geographical WFM
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"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."
"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."
"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."
Featured Branch Resources
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Featured Branch Solutions
Learn more about Branch Workforce Management
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