How do I align resources to meet customer needs and market opportunity?
Branch Workforce Management solutions enable banks to forecast demand and schedule the right mix of bankers across the entire network to help meet service, efficiency and revenue goals.
Verint recently acquired Kiran Analytics, a provider of best-in-class, cloud branch workforce management software and consulting services, to ensure all customer service channels have best-in-breed solutions.
Now you can:
- Accurately predict customer demand and work content
- Align staff roles and capacity with market opportunity
- Increase sales and service effectiveness
- Ensure that the right bankers are in the right branches at the right time to maximize high value customer interactions
Learn more at https://kiran.com/
How do I streamline branch operations with analytics?
Non-value-add activities, manually intensive processes, and outdated tools create inefficiencies, inconsistent service, and inadequate time for customer-value-add activities.
Verint’s Branch Operations Field Studies provide unbiased, detailed view of customer arrivals and wait times, branch workflows, and time spent serving customers and completing administrative tasks. The analysis also helps assess the “needs met” effectiveness of relationship bankers.
Now you can:
- Identify the non-value-add activities can be eliminated or reduced
- Determine how business-value-add activities can be automated or centralized
- Measure and analyze the effectiveness of the “needs met” processes
- Assess how customer-value-add activities can be improved.
How do I optimize the in-branch customer experience across my branch network?
For decades organizations have been recording and monitoring phone calls in the contact center to increase quality, improve customer experience, and ensure compliance. But what of those critical face-to-face conversations that take place in bank branches and other distributed service centers, like government agencies, cable offices, and more?
Verint Face-to-Face Voice Interaction Recording can capture in-branch customer experiences from the desktop, tablet or mobile device. The interactions can be reviewed to help improve employee performance, increase sales effectiveness and continually deliver an exceptional branch customer experience.
Now you can:
- Record sales and/or advisory conversations in branches, stores and remote offices.
- Review conversations for quality, compliance, and employee skill development
- Retrieve recordings to help verify compliance, resolve disputes, protect brand reputation, and more.
How do I engage and improve the performance of my branch employees?
Many tasks performed in bank branches are tedious, redundant, and diminish employee 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.
Additionally, Verint Desktop and Process Analytics can capture data and desktop activity and transform the data into key metrics displayed in Verint Performance Management scorecards. Employees and managers can see how they are performing against goals and easily identify opportunities for improvement.
Now your employees can:
- Focus on the customer vs. repetitive system tasks
- Leverage real-time process guidance to improve compliance and consistency
- Easily understand their performance against goals and where to focus their improvement efforts.