This Opinion piece offers software and non-software based techniques for managing branch staff "idle time."
Despite the lure of online banking, ensuring a positive branch experience is still one of the best ways to retain existing members and grow their loyalty. Unfortunately, as many credit unions have discovered, maintaining a branch overflowing with employees does not guarantee good customer service.
Business intelligence, obtaining actionable insight from the information credit unions already collect and store, is often presented as the solution to a world of sales, service and productivity issues. BI can be just that, but too often a lack of understanding of its benefits, difficulty in extracting it or insufficient...
Management has struggled with fully understanding the overall performance in the lobby due to various systems capturing fragmented information.
Most would agree that the platform side of the branch plays a critical role in the success of branch network profitability.