Opportunity
First Horizon is the fourth largest regional bank in the Southeast United States with $40 billion in assets. The bank operates more than 300 branches. First Horizon branches in Tennessee operate as First Tennessee, and branches outside Tennessee operate as Capital Bank.
In 2015, First Horizon began transforming its branches and workforce to deliver superior customer experience, to increase sales and service effectiveness, and to improve workforce productivity and engagement.
The bank also wanted to understand how things were changing in the branches over time, and if their transformation initiatives were working. The bank wanted to implement a modern, robust WFM.
Tammy LoCascio, EVP of Consumer Banking, said, “As customer interactions with the bank were evolving, we wanted to make our branch staffing decisions based on sound analytics rather than instincts. We performed an extensive review of solutions and found that Verint Workforce Management for Branch* addressed our business and technical requirements better than the alternatives.”