Using the Tools You Have: Branch WFO - for Sellers
Posted in Customer Engagement
Although we could debate whether the bank branch is dead (it’s not) or if changing patterns of consumer channel usage are impacting branch transactional volumes (they are), a more compelling question is, “How are banks applying their resources to improve sales results in the branch?” The practical answer? Using the tools they already have.
Is your bank using workforce optimization (WFO) to improve operations within the branch network as well as the contact center? If so, you already have powerful technology that can help your bank schedule tellers appropriately based on forecasted branch traffic. It can also be applied in specific ways to help improve sales productivity:
Is your financial institution focusing on branch sales productivity? If so, you’re not alone. Industry analyst firm Ovum conducted a study of 250 retail banks, and recently reported that increasing customer satisfaction and revenues have become the most important objectives impacting IT investment strategy in 2013.1
Start today and see how your branch can make specific—and relatively painless—changes to address the ongoing business challenge of improving sales productivity. Don't have branch WFO? Or, don't have branch WFO solutions beyond forecasting and scheduling? Contact us for more information—we can help.
1 Retail Banking IT Priorities for 2013 and Spending Forecasts to 2017: Shifting from Cost-cutting and Compliance to Business Development. Jaroslaw Knapik, Ovum: March 20, 2013.
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