Article
Jan 6, 2014
What do bank tellers, toll booth attendants and mail carriers have in common? Each group has provided decades of specialized manual service, yet is being overtaken by technology alternatives and changing customer behaviors. The trend of […]
Article
May 3, 2013
Since the recession there has been a pronounced flight to quality in consumer banking, particularly in the checking business. But has the trend gone too far? Many retail players have consciously deemphasized mass market consumer banking, […]
Article
Apr 5, 2013
Banking contact centers primarily have functioned as service hubs for customers who call for information or help with a problem. Now an expanded sales role is unfolding as people downplay the branch and shift more purchase-related […]
Article
May 25, 2012
As retail bankers continue to probe for revenue opportunities in a tight market, many are wrestling with a fundamental question: how can branch staff become strong partners in sales without giving up a service culture? The […]
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Article
Oct 6, 2011
With its recent announcement of 30,000 job cuts, Bank of America Corp. has fired the opening shot in an industry-wide move toward deep cost reduction in retail banking. Going into 2012, many other revenue-starved banks likely […]
Article
Jun 20, 2011
Mired in a long-term revenue drought, the retail banking industry now must deal with the reality that the current branch banking model is unsustainable. Along with eroding sales productivity, today’s staff-intensive outlets are sliding in transaction […]