FMSI's 2014 Retail Branch Lobby Study reveals that many FIs come up short in lobby productivity and service.
Wasted labor expense is one of the biggest threats to profit margins in branches and call centers.
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.