Achieve Your Branch Banking Sales & Service Goals
Branch Workforce Management and Customer Engagement Solutions
Higher Productivity. Increased Sales. Better CX.
Sample Verint Branch Workforce Management customer results
2%-10%
increase in FTE savings or redeployment
5%-15%
increase in sales productivity
7%-14%
increase in Net Promoter Score
80%
reduction in staff overtime
100%
increase in booked appointments
50%
decrease in branch walkouts
Balancing digital transformation with bank branch presence
Banks and credit unions are under increasing pressure to balance the cost-effective move to digital channels with the sales and CX benefits of physical branches. While digital channels are effective for handling many transactions, when it comes to more complex, higher value products and services, consumers want to speak face to face with a trusted advisor. To meet your cost, sales, and service goals, branch banking executives need to:
- Increase branch productivity and efficiency.
- Drive sales and revenue growth.
- Improve in-branch customer experience.
Verint branch banking experts have been helping banks and credit unions achieve these goals for over 20 years. Here’s just one example. Read on to learn more about each of these strategic objectives.
Top goals of branch banking executives
Increase branch productivity with purpose-built Workforce Management Solutions
- Forecast demand accurately for each branch, factoring in sales goals.
- Develop capacity plans with optimal roles and staffing levels.
- Schedule staff strategically to match customer demand and market opportunities.
- Share resources across branches and functions—like contact centers and back office—to balance demand peaks and valleys.
These strategies maximize resource utilization, reduce overtime, and maintain service levels.
See how Capitec Bank improved productivity and enhanced customer experience.
Drive branch sales and revenue growth
On average, bankers spend only 3%–8% of their time on outbound business development and sales. Boost branch sales and ensure focus on these critical activities by:
- Creating capacity plans based on sales goals, not just historical volumes, aligning roles and staffing with market opportunity.
- Embedding proactive sales tasks—like outbound calls and visits—directly into banker schedules.
- Integrating digital appointment booking, as pre-scheduled appointments deliver 20%–25% higher conversion rates.
One large national bank doubled banker appointments and accelerated new customer acquisition with Verint Appointment Booking.
Improve in-branch customer experience
Today’s consumers expect fast, convenient service. Three ways to speed time to service and increase CX include:
- Enable digital queuing to manage walk-ins and deliver a more informed, stress-free waiting experience.
- Align staff to forecasted demand so you have the right people, with the right skills, to meet service goals.
- Ensure seamless digital-to-branch transitions with appointment booking via web, mobile, and chat/IVAs—offering options like in-person, video, or callback—and integrated with scheduling for banker availability.
A national bank used Verint Branch Workforce Management to improve staff to customer demand alignment by 15%, driving a 7% NPS increase. Read their story here.
Branch Workforce Management and customer engagement solutions
“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.”
“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.”
“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.”
“Resource optimisation is critical for improving operational efficiency and for aligning service/sales capacity to market opportunity.”
“Our people are the core enablers of making banking easier for our customers and for driving growth and efficiency. Verint’s Workforce Management for Branch software helped us develop the right delivery model for relationship banking.”
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 Banking Workforce and Customer Engagement success stories
Featured resources
Learn more about Branch Workforce Management and Customer Engagement today!
Help your branches achieve their productivity, sales and service goals.
†If we know of you from our business directory we will prepopulate the form for you.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Thank You
Thank you for your request. A Verint team member will follow up with you soon.
Frequently asked questions
Verint Branch Workforce Management is a suite of solutions purpose-built for the bank branch environment. It helps banks and credit unions forecast demand, plan capacity, and schedule staff to drive higher productivity, increased sales, and a better customer experience.
By forecasting demand accurately for each branch, developing optimal capacity and staffing plans, and sharing resources across branches and functions such as contact centers and back office, Verint helps maximize resource utilization and reduce overtime. Customers have seen a 2%–10% increase in FTE savings or redeployment and up to an 80% reduction in staff overtime.
Yes. By building capacity plans around sales goals rather than just historical volumes, embedding proactive sales tasks like outbound calls and visits into banker schedules, and integrating digital appointment booking—which delivers 20%–25% higher conversion rates—branches can boost sales productivity by 5%–15% and significantly increase booked appointments.
Verint enables digital queuing to manage walk-ins, aligns staff to forecasted demand so the right people with the right skills are available, and supports seamless digital-to-branch transitions through appointment booking via web, mobile, and chat/IVAs. Customers have achieved a 7%–14% increase in Net Promoter Score and up to a 50% decrease in branch walkouts.
The portfolio includes Branch Workforce Management Forecaster, Branch Workforce Management Scheduler, Appointment Booking & Queuing, Face-to-Face Interaction Recording, and Branch Consulting Services.