Impact 360 for Retail Financial Services
Impact 360 for Retail Financial Services provides visibility into customer services processes, workforce productivity and performance, and customer intelligence across retail financial services enterprises.
In today’s highly competitive banking industry, merely adding new offerings often is not enough for an institution to stay ahead of the competition. Consequently, many banks focus on providing high-quality service, often delivered through branch offices that must balance quality of service with the sharp reality of managing staffing and costs.
Unfortunately, branches have had few tools to assist them in striking this balance. Now, with Impact 360 for Retail Financial Services, branches can take advantage of many of the automated solutions that have long helped contact centers manage performance, staffing, quality, and costs.
Impact 360 for Retail Financial Services provides bundled software and services that are specially designed for optimizing and managing labor in the retail banking and financial services market. This workforce optimization solution provides an unprecedented level of visibility into customer services processes, workforce productivity and performance, and customer intelligence across retail financial services enterprises.
Capture, Analyze, and Act on Information
Impact 360 for Retail Financial Services automates many processes that drive performance improvement in the branch, including:
- Forecasting demand and the staffing requirements to help meet each individual branch/store location’s service level goals
- Scheduling to help meet demand and service-level goals.
- Establishing a long-term resource plan that supports customer service and revenue objectives.
- Tracking, capturing, and analyzing screen navigation and keystrokes on employee desktops to identify navigation effectiveness and process efficiencies.
- Consolidating performance data from bank systems and applications into actionable information.
- Measuring employee performance consistently using key performance indicators (KPIs) and role-appropriate scorecards.
- Delivering individualized training to the employee desktop, even across multiple sites.
Impact 360 for Retail Financial Services combines information from different systems and areas within banking centers, customer service, and operations departments and then presents it in clear, concise scorecards for drilling down quickly from what to why. It can provide unprecedented visibility into performance and productivity for faster, enhanced decision-making.
For example, a regional branch manager can review his or her scorecard to evaluate the sales per full-time equivalent (FTE) per day (a KPI) in the branches in the region. Seeing that a particular branch is exceeding goal by 200 percent, the manager drills down, revealing that one particular bank representative is outselling his colleagues threefold. The manager can then pull up specific customer sessions and the representative’s usage of applications during those sessions. By analyzing this information, the manager can create a best practice eLearning “lesson” and disseminate this lesson through the Lesson Management module or assign the lesson to specific representatives who are falling behind on their sales per day.
