The Transformation of the Retail Branch with Workforce Management
With adoption of online and mobile banking on the rise, retail banking customers are visiting branches less. There’s no question that technology is driving transformation at the branch. Retail banks are moving toward video tellers, specialist-on-demand services, universal agents, and other technologies as a way to supplement branch staff and improve service delivery while controlling costs. That’s why engaging employees to embrace evolving roles, technology, and service expectations as part of the branch of the future is critical to success moving forward. In this executive report, Kronos Financial Services Industry Director Malysa O’Connor will discuss the growing importance of employee engagement in optimizing sales and service delivery at retail bank branches and the challenges involved in effectively engaging today’s multigenerational workforce.