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Entries Tagged ‘Branch Office Operations’

The Branch Is Evolving—Not Dissolving

Does it feel like déjà vu every time you read another article predicting the death of the bank branch? There’s no denying that smartphone apps and online banking have had an effect on the bank branch—and yes, consumers are moving to digital channels. But while the number of brick and mortar locations may decline—and how […]

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Verint Speakers: Customer Engagement Trends, WFM Helps the Entire Enterprise

Engage: Verint Global Customer Conference July 8; Tokyo, Japan Verint’s Kristyn Emenecker, global vice president, product strategy group, will keynote the Asia Pacific Engage customer conference to discuss 2016 key trends in customer behavior and engagement. Combined with customer presentations and demonstrations, attendees will gain expertise, insights and new perspectives on how to increase customer […]

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It’s Not Enough to Focus Only on Contact Centers

For more than 25 years, when it comes to investing in—and improving—customer service, organizations have focused most of their resources on the front-end contact center operations. Understandably so, as technologies and business practices around recording and monitoring interactions for quality, as well as workforce management, have enabled organizations to wring out the maximum degrees of […]

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Putting the Banking Customer in Control

Appointments are really the norm in most businesses today. From Apple® stores1 to urgent care facilities, people are no longer willing to wait several minutes—or even an hour—for service. Customers expect to be able to select the most convenient day, time and location to get the service they desire. They want to be in control. […]

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Omnichannel Customer Engagement Must Consider the Branch or Store Employee

When a customer walks into your branch, they may have a simple transaction to complete, or be interested in learning more about getting a mortgage. Whatever the reason that prompted them to visit a physical location, today’s consumer expects that their bank can help them—and that they can continue a journey that may have started […]

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It’s Not Magic, It’s Our Customers

Verint has been in the forefront of Workforce Optimization (WFO) for well over a decade. As pioneers in the space that brought together the core pillars of Workforce Management, Call Recording and Quality Management, we have seen—and helped drive—change in the market as guided by the requirements of customers. Gartner has recently recognized Verint as […]

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IDC’s Marc DeCastro Addresses Today’s Bank Branch Challenges [Video]

As most of us know, these are rapidly changing—and quite challenging—times for bank branches. Finding new approaches to doing business with their customers is now a top priority for banks who want to succeed in the long run. We recently sat down with Marc DeCastro, Research Director, Consumer Banking, IDC Financial Insights, to talk about […]

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Risk Mitigation Is Everyone’s Concern in Financial Services

The nature of security in the financial services market is as dynamic as the banking industry itself. Over time, financial institutions have evolved significantly, reacting to consumer demand in an effort to continually provide the highest level of service and convenience. Meanwhile, the range of threats that face banks, credit unions and other financial organizations […]

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Achieving Visibility in Branch Operations for Better Decision-Making

Successful (and ongoing) branch transformation is a top objective for today’s retail banking executives. Customer habits are changing with the explosive growth of mobile banking, and fewer customers are visiting branches as a result. And getting it right is more critical than ever. A recent customer loyalty study commissioned by Verint found that although consumers […]

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Verint Speaking on Many Topics Globally in November

CRM Xchange Virtual Contact Center Conference November 2; Online Webinar Verint’s Rajeev Venkat, senior director, solutions marketing, and JaNae Forshee, director, cloud solutions global practice, will present “Four Modern Trends and Practices to Optimize WFM” at 2 p.m. ET. Attendees will learn about the latest trends and practices that have evolved to take WFM out […]

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