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The Customer Connection in Branch Productivity

Mired in a long-term revenue drought, the retail banking industry now must deal with the reality that the current branch banking model is unsustainable. Along with eroding sales productivity, today’s staff-intensive outlets are sliding in transaction efficiency as well. Between 2003 and 2010, the average U.S. branch experienced a roughly one-third decline in the number of daily sales transactions generated by each non-teller staff member, according to Novantas research. Meanwhile, the average teller staff is ...

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