• Dave Kerstein_resized
    David Kerstein Mar 2, 2018

    Six branch roadblocks to overcome on the way to universal banker success

    An analysis of thousands of branches shows a staffing-traffic mismatch. But refining the universal banker role can lead to revolutionary results.

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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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  • Reimagining rather than closing branches

    Roy Karon Sep 14, 2015

    Rather than cutting branches across the board to reduce expenses, community banks should reconfigure them with new staffing models.

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  • Five tactics for keeping branches relevant

    Meredith Deen1
    Meredith Deen Sep 4, 2015

    Branches can remain relevant, even in a digital era, if banks turn them into centers for higher value interaction with customers.

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  • Transforming the branch for sales and lower cost

    W. Michael Scott Jul 17, 2015

    In the face of a steady downward trend in customer transactions, banks should transform their branches into sales-centric outlets and streamline staffing through more efficient scheduling.

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