Best Practice Guides

From Bank Branch to Customer Engagement Center

According to the Banking Administration Institute, BAI, the bank branch is undergoing a radical evolution. Today’s consumers expect different services from the branch, and banks are scrambling to find the right mix of staff and services for each of their markets.

In the article, From Branch to Engagement Center, Jackie Hudson, GVP and General Manager of Branch Workforce Solutions at Verint, explores the transformation of bank branches into customer engagement centers. A few key actions banks and credit unions would need to take include:

  • Integrating technology across branch, voice, and digital channels
  • Hiring multi-skilled, multi-faceted employees
  • Adopting holistic programs that are focused on the quality and effectiveness of how service is delivered to customers
  • Capturing customer feedback at the time of the interaction, regardless of channel
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