Branch Workforce Management and Customer Engagement
Bank and credit union branches are evolving into true customer engagement centers.
Drive sales and revenue growth, increase efficiency, and elevate branch CX.
- 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
- 1.77 Million
customers served by Verint Appointment Booking and Verint Queue Management
Make smarter decisions to improve branch customer engagement
Our customers
Reallocate staff to improve efficiencies
Featured branch solutions
Keep bankers focused on driving sales and revenue
Increase employee flexibility and retention
Improve In-Branch Customer Experience
Efficient Branch Workforce Management
Convenient Appointment Booking
Effective Queue Management
Efficient Branch Workforce Management
Convenient Appointment Booking
With Verint Appointment Booking software, your customers can easily book in-person and video banking appointments from any channel, including your website, mobile app, online ads, and social media pages. Simplifying the process of scheduling an appointment can improve a variety of metrics across your branch locations, including:
- Foot traffic
- Customer loyalty
- Resource allocation
- Employee productivity.
Effective Queue Management
Retain walk-ins, recognize your customers walking into branch, and boost loyalty with informed waiting experiences. Walk-in customers can easily join a digital queue to wait in a virtual lobby or virtual reception, through your host/greeter, kiosk, QR code, or SMS. This helps to manage customer expectations and provide a relaxed lobby waiting experience.
With Queue Management, your branch staff are more informed and prepared. Dashboards and reports show you who your customers are, why they visit, how long they wait to be served, and more.
Learn more about Queue ManagementSupercharge your bank branches: Maximize appointment booking
Adapt to new branch operating models
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Covid-19 accelerated the use of branch staff to support digital channels. Now excess branch capacity can be used to support the phone, chat or email channels. In addition, resources are more frequently being shared between branches in close proximity.
One emerging branch operating model, Hub and Spoke, aligns smaller branches with limited services to a larger hub branch that’s full service. Resources are shared and scheduled across this mini network to improve efficiencies and meet customer needs more effectively.
Verint Branch Workforce Management enables the scheduling of resources across branches and lines of business to support both physical and digital channels.
Read the American Banker Research Report: Evolving Bank Branch Operating Models Require New Approaches to Staffing
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Industry-leading banks and credit unions are deploying multiple operating models across their branch networks to ensure they:
- Drive cost efficiencies
- Meet branch-level service targets
- Capitalize on market and revenue growth opportunities.
Verint Verint WFM Branch Forecaster and WFM Branch Data Analytics gives branch executives the data and insights they need to quickly adapt their branch workforce and operating models to meet the evolving needs of their customers.
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Bank Branch Consulting Services
Verint has some of the industry’s leading experts in branch transformation and optimization. Our branch banking consultants have over 20+ years of experience.
We offer customized and packaged Branch Consulting Services including:
- Implementation Services
- Branch Field Studies
- Open Hours Market Intelligence
- Open Hours Optimization
- Position Planning
Read the Executive Perspective: Quickly Adapt Branch Staffing to Market Changes