3 Ways to Improve Branch Performance with Workforce Optimization Strategies
Over the last few years, bank branches have experienced a significant amount of disruption and pressure. The behavior of banking customers has been a significant part of this, with many having shifted towards digital and mobile banking tools in recent years.
The pandemic accelerated this trend, with a decline in routine banking transactions occurring inside of branches and mobile banking adoption skyrocketing. While only 43% of those in the U.S. with a smartphone were banking on their mobile devices in 2011, now that number has jumped to 71%. And 39% of banking customers now report using mobile apps as their primary source for banking, up 3% from pre-COVID levels.
This causes significant changes in customer traffic to branches, which makes it difficult to accurately identify how much labor you need at your branches. To know more about this, download the whitepaper below.