Closing the Loop: Using the Voice of the Customer to Improve Branch Operations
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(0)Overview: For retail financial institutions, branches offer a convenient walk-in location for customers to meet with bank or credit union employees to perform transactions, get financial advice, complete their customer service needs and open new accounts.
To sustain this physical presence, branch networks must tightly manage their expenses on an ongoing basis by accurately scheduling the right personnel for each functional area of the branch.
Download this informative eBook, Closing the Loop: Using the Voice of the Customer to Improve Branch Operations, to learn:
• How workforce optimization (WFO) can help retail branches achieve their primary goals
• How financial institutions can measure branch performance by listening to the voice of
the customer
• How branch experience surveys can deliver timely, actionable insights for adjusting
forecasts and schedules
• How voice of the customer programs can help pinpoint branch service issues and
analyze trends to determine corrective action
• Act quickly to identify dissatisfied customers and implement retention strategies
• Evaluate by customer segment to view experience of high-value customers versus entire
base
• How data from enterprise voice of the customer solutions can help optimize operations
across channels
