Branch Workforce Management and Customer Engagement
Bank and credit union branches are evolving into true customer engagement centers.
Drive sales and revenue growth, increase efficiency, and elevate branch CX.
- 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
BAI Article: Using Branch Workforce Management to drive sales
Branch banking expert Jackie Hudson shared with BAI four sales-driven, workforce management strategies that can help financial institutions achieve their branch sales targets.
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:
- Drive sales and revenue growth by increasing face-to-face time and convenience.
- Improve in-branch customer experience by reducing wait-times and matching resources to demand.
- Improve branch efficiencies by maximizing branch staff utilization.
- Attract and retain talent with flexible scheduling and relevant performance feedback.
- Adapt branch operating models to market changes.
Our customers
Reallocate staff to improve efficiencies
The lines between the branch, the back office and contact center are blurring. Leading banks are leveraging enterprise workforce management (WFM) to share resources across functions to cost effectively meet customer demand.
Capitec, a leading South African bank created a single, actionable view into branch and call center staffing (almost 3,000 people), enabling the bank to optimize resource scheduling. Verint WFM Branch Forecaster increased the banks’ short-term planning accuracy by 78%, ensuring they had the right number of resources to reduce short staffing, meet service levels, and improve CX.
“We needed a way to increase workforce capacity without increasing headcount. Verint has enabled Capitec to simplify multi-skilling between branches and Capitec Direct, matching resources to workload. In other words, we can now create an optimal fit between forecasted required workload and the number of associates and agents scheduled.”
Featured branch solutions
“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.”
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.
Learn how Capitec Bank triples online lending team’s sales volume with Verint.
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.
Learn more about Queue ManagementEfficient 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.
Learn more about Queue ManagementSupercharge your bank branches: Maximize appointment booking
Unify your digital and physical channels by integrating digital appointment booking with your branch scheduling solution. Increase appointments, grow revenues, and build stronger customer relationships.
Download now“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.”
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
“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.”
Branch WFM success stories
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Learn more about Branch Workforce Management
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