Improve Customer Experience in Bank Branches
Bank branches are undergoing a tremendous transformation, including new formats, technologies, and services offered. But one area of branch transformation that hasn’t really been addressed are the employees.
Verint Branch Workforce Engagement solutions and services can help optimize the performance of branch staff to improve your customers’ experience.
Verint recently acquired Kiran Analytics, a provider of best-in-breed, purpose-built cloud Branch Workforce Management solutions that help you forecast demand, create staffing plans and schedule the right mix of bankers across the entire network throughout the day to achieve target service levels, operational efficiency, and revenue growth. When complemented by advisory services that can encompass branch field studies, open hours optimization, wait-time analysis and more, banks can optimize their branch resources to deliver an exceptional customer experience.
For decades organizations have been recording and monitoring phone calls to improve quality and ensure compliance. But what of those critical face-to-face conversations that take place in the branch?
Verint Face-to-Face Voice Interaction Recording can capture in-branch customer exchanges from the desktop, tablet or mobile device. Desktop activity can be captured and transformed into key metrics displayed in Verint Performance Management scorecards.
Banks now have the actionable intelligence needed to improve employee skills, compliance and the in-branch customer experience.
Many tasks performed in bank branches are tedious, redundant, and a drain on employee time and engagement. Robotic Process Automation (RPA) can automate repetitive, rules-based tasks, freeing up branch staff to focus on the customer.
For the more complex processes, Verint Process Assistant can guide employees with automation wizards that overlay applications, showing staff exactly what to do. RPA and Process Assistant can help banks adhere to processing standards, and deliver a more consistent customer experience.