Retail Banking & Financial Services Solutions
Impact 360 for Retail Financial Services provides solutions to improve the customer experience, workforce productivity and performance across retail financial services enterprises.
In today’s highly competitive financial services industry, workforce productivity is a critical performance goal. But productivity isn’t just about cost cutting — it’s about driving sales, service quality and customer satisfaction while lowering costs and retaining staff.
Impact 360 for Retail Financial Services
A powerful combination of bundled software and services, Impact 360 for Retail Financial Services is 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 the customer experience, workforce productivity and performance, and customer intelligence across retail financial services enterprises.
Capture, Analyze, and Act on Information
Impact 360 for Retail Financial Services provides a closed-loop system for continuous performance improvement, enabling you to:
- Forecast demand and staffing requirements to meet each individual branch/store location’s service level goals
- Automate and streamline scheduling, allowing branches to meet forecasted demand and service-level goals by deploying the right number of staff
- Establish a long-term resource plan that supports your customer service and revenue objectives
- Monitor adherence to see how closely employees follow their schedules
- Track, capture, and analyze screen navigation and keystrokes on employee desktops to identify navigation effectiveness and process efficiencies, as well as performance issues and opportunities
- Monitor employee performance and customer satisfaction by capturing customer interactions, either on demand or selectively through business rules
- Consolidate performance data from bank systems and applications into actionable information
- Measure employee performance consistently using key performance indicators (KPIs) and role-appropriate scorecards
- Deliver individualized training to the employee desktop, even across multiple sites
Enhance Workforce Productivity
Impact 360 for Retail Financial Services combines information from different systems and areas within banking centers, customer service, and operations departments, then presents it in clear, concise scorecards that enable you to drill down quickly from “what” to “why.” You can gain unprecedented visibility into performance and workplace 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 its 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, he or she can create a best-practice eLearning lesson and disseminate it through the Lesson Management module or assign it to specific representatives who are falling behind on their sales per day.
