This paper outlines the rationale and some of the success criteria for WFM solutions in the banking industry.
Financial institutions today are wrestling with a dilemma. Revenue is plummeting as a result of the struggling economy, margin rate compression, and lost transaction fees. Operating expense, especially for branches, is soaring. Meanwhile, customers have more banking choices than ever — and are taking advantage of them. In the crosshairs of this dilemma, banks are seeking new ways to grow revenue and control cost. But how to do more with less? As the banking industry is discovering, the answer can hinge on the experience of customers with frontline employees.