Sometimes, a simple shift in perspective makes a big difference. That’s what banks are discovering when their contact centers utilize a method of analysis known as “customer journey mapping.” By looking at their internal processes from the customer’s point of view, these institutions are improving both contact center efficiency and customer satisfaction. The practice of...Read More
Technology resonates through many aspects of a typical branch transformation. Legacy equipment and outdated back-end technology is the norm, rather than the exception, and many FIs are coping with multi-vendor hardware and software due to mergers and acquisitions. We’ve already outlined the efficiency improvements that First Citizens National Bank (FCNB) gained when they introduced electronic cash recyclers (ECRs)....Read More
At one end of the continuum for branch lobby services and sales are those banks whose frontline staff are well trained and equipped to combine prompt, knowledgeable and courteous service with enviable cross-sale rates. At the other end … well, let’s just say no financial services provider wants to be there. Where does your branch...Read More
In search of the branch of the future, have you ever thought to yourself, this self-service terminal (SST) would be perfect if we just … Could combine these existing functions in one SST? Integrate this advanced technology to offer new services? Added this specific feature that’s unique to our market? Design it to support and even...Read More
Not so long ago, the only way to manage or even access your money meant a trip to your local bank branch during relatively limited banking hours. Today, things are quite different. With the convenience of online banking and 24-hour ATMs, fewer and fewer people are visiting their local branches. A study from FMSI supports this notion,...Read More
Universal Banker – it’s been a buzzword for a couple of years now. Just enter “universal banker” or “universal teller” into the most popular job search engines and you’ll get thousands of results. Many trends come and go but it looks like this one has staying power. Why? Because all the problems that gave rise...Read More
As consumer digital migration drains ever more branch traffic, banks have been working through a delicate transition with branch staffing. Amid all the pressing questions, sales, service, headcount and skills, executives have drawn comfort from the assumption that they at least had a rough idea of how consumer branch usage would shake out. Ultimately, it...Read More
By Brett Rumble, Diebold I like to think that branch transformation is greater than the sum of its parts. As we work with financial institutions, we emphasize six key elements fundamental to transformation: People, Process, Design, Sales & Marketing, Security, and Technology. While all are important, many times the success of branch transformation initiatives hinge upon...Read More
