• Mar 29, 2019

    Branches at the crossroads: Distribution centers or centers of advice?

    For all the talk about making branches advice centers, bank leaders aren’t giving employees the right tools. And that is a set up for failure.

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  • Three steps to transforming the branch digitally

    Kartik Ramakrishnan
    Kartik Ramakrishnan Dec 8, 2015

    In the effort to transform their branches digitally, banks need to leverage data analytics, embrace virtual advisors and ensure seamless interaction across all channels.

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  • Improving branch effectiveness in a digitized world

    Ian Rutherford Nov 24, 2015

    Bankers need to employ technologies such as video collaboration and advanced analytics to help modernize their branch locations in a more digitized world.

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  • Building the sales justified branch network

    • Brandon Larson
    • Yulian Fedulov
    Nov 20, 2015

    As branch transaction activity shifts to alternative channels, the decision framework for branch consolidation needs to shift more solidly to sales.

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  • Why contact centers matter in a digital age

    • Shelba Murphy
    • Al Suosso
    Nov 17, 2015

    Even in a digital age, banks still need contact centers to help customers with their digital needs, merger issues, security concerns and financial education.

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  • Three steps for managing customer wait times

    Jim Delapa Nov 3, 2015

    A three step process for managing wait times in the branch can help reduce customer dissatisfaction.

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  • Why banks overpay for real estate

    Richard Pilla Oct 6, 2015

    Banks need to take a more professional approach when managing their branch networks in order to avoid overpaying when purchasing or leasing real estate.

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  • Four steps to getting branch transformation right

    Dave Kerstein_resized
    David Kerstein Sep 25, 2015

    As customers migrate to digital channels, bankers need to aggressively re-configure their branch networks in terms of the number and mix of facilities, the staffing provided and the role of the contact center.

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