• BAI Managing Editor Lou Carlozo
    Lou Carlozo Aug 21, 2018

    Podcast: Delighted customers through dedicated employees

    Jamie Frogale, director of learning and development at Arlington Community Federal Credit Union, explains ways in which high-performing institutions support their employees, and benefits the organizations see as a result.

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  • With Onboarding, Cash Management Rules

    • Hank Israel
    • Sherief Meleis
    • Rick Spitler
    Oct 31, 2014

    Many retail banks are missing the chief goal of onboarding, which should be to establish the bank as the customer’s primary cash management provider.

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  • Improving Productivity of Knowledge Workers

    William Heitman Sep 5, 2014

    Rather than constantly focusing on technology to improve productivity, bankers should look to their own ‘knowledge workers’ – who are not always deployed in the most efficient manner.

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  • Time Locking for Interruption Management

    Edward G. Brown May 9, 2014

    To improve efficiency, bank managers should focus on teaching employees how to regain the 40% to 60% of their time they lose to interruptions.

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  • HR Technology is Not Just About HR

    Cindi Pacanins Dec 17, 2013

    If talent management and employee engagement are such pressing priorities, why do investments in HR technology keep getting pushed to the back of the queue? Maybe it’s time to build a compelling business case in the language executives can understand.

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  • Making Idle Staff More Productive

    W. Michael Scott Nov 22, 2013

    Every bank has idle staff time but the more productive institutions handle it with appropriate scheduling and training programs.

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  • The Elephant in the Room Is People

    Charles Wendel_resized
    Charles B. Wendel Oct 4, 2013

    Managers who avoid taking action can leave an institution with underperforming employees who drag down overall results.

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  • Motivated Leaders for Motivated Employees

    Jean-Marc Laouchez Sep 11, 2013

    Encouraging branch staff to ‘go the extra mile’ for customers requires motivational leaders who are accountable for results.

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