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.
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12 of the Top 15
banks in the US and Canada use Verint Branch WFM software
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40,000+
branches have been licensed to use Verint Branch WFM to optimize their workforce
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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
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.
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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.
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
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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.
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.
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.
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.
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Adapt to New Branch Operating Models
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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
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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 Verint WFM Branch Forecaster and WFM Branch Data Analytics gives branch executives the data and insights they need to quickly adapt their branch workforce and operating models to meet the evolving needs of their customers.
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Bank Branch Consulting Services
Verint has some of the industry’s leading experts in branch transformation and optimization. Our branch banking consultants have over 20+ years of experience.
We offer customized and packaged Branch Consulting Services including:
- Implementation Services
- Branch Field Studies
- Open Hours Market Intelligence
- Open Hours Optimization
- Position Planning
Read the Executive Perspective: Quickly Adapt Branch Staffing to Market Changes
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Featured Branch Success Stories
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