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Branch Role Chaos: Call to Action on Staffing

Retail banks must start preparing now for local branch sales in a digitally-eroded environment, which will require new standards for staffing analytics and planning.

Featured in BAI Banking Strategies As consumer digital migration drains ever more branch traffic, banks have been working through a delicate transition with branch staffing. Amid all the pressing questions — sales, service, headcount, skills, etc. — executives drew comfort from the assumption that they at least had a rough idea of how consumer branch usage would shake out. Ultimately, it has been thought, branch servicing would decline but not disappear, and branches primarily would ...

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