Comments
The Next Generation of Bank Branch Employees
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Jonathan_Camhi
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Jonathan_Camhi,
User Rank: Author
8/25/2014 | 4:25:05 PM
Re: Branches
Yeah nobody likes begin bounced around from one associate to the next without finding the answer they're looking for. That holds true in the call center as well where people are constantly put on hold and transferred to someone else.
Kelly22
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Kelly22,
User Rank: Author
8/22/2014 | 3:03:26 PM
Re: Branches
That's a good point. For customers who need help with multiple issues, this new model also lengthens the conversation they have with one employee. That increased engagement is sure to have a positive effect on the customer's opinion of the bank. 
Jonathan_Camhi
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Jonathan_Camhi,
User Rank: Author
8/18/2014 | 12:29:44 PM
Re: Branches
Well that branch experience is still the #1 factor in choosing a new bank, as I mentioned in the article. That surprised me. I really though fees would be the biggest factor.
Byurcan
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Byurcan,
User Rank: Author
8/18/2014 | 12:25:10 PM
Re: Branches
I, however, don't find it a hassle at all going to a bank branch, and do it several times a month.
Jonathan_Camhi
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Jonathan_Camhi,
User Rank: Author
8/18/2014 | 12:22:50 PM
Re: Branches
I think part of the reason that people dislike going to branches is because of the old defined roles in the branch. Certain staff could only perform certain tasks, which could make it difficult for a customer to find the right person to help them, and then probably have to wait for that person to finish up with a previous customer. With this new model, everybody in the branch is qualified to help with almost any customer need.
Byurcan
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Byurcan,
User Rank: Author
8/18/2014 | 9:32:44 AM
Branches
Seems like in many cases, the type of training for branch employees hasn't kept up with changing customer values. Maybe this is one reason people allegedly hate going to branches.


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