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“Inside Sales” for Small Business Growth

Profound changes in customer channel usage patterns now argue for a dedicated staff of telephone-based bankers who can strongly augment small business sales.

Novantas Review

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Customer Analytics: Unlocking Growth

A new era is unfolding where in-depth customer analytics will have a direct impact on shareholder returns. The hunt is on for specific applications to drive performance.

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How to Manage the Decline of the Teller Role

With branch transactions in decline, banks need a multi-year strategy to retrench, reposition and reenergize some of their best frontline staff — the teller workforce.

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More Coach Seats Needed for Retail Sales

Affluent customers can’t pay for the entire flight; instead, a high-volume sales effort to mass market consumers is critical in covering the fixed costs of retail banking.

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Talking Up Sales in the Contact Center

The contact center has become the first line of defense in ensuring that a sale lost to the branch does not become a sale lost to the bank altogether.

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Profit-based Metrics for Sales Productivity

The assumption that the branch sales force is financially justified on the strength of walk-in traffic is no longer viable in a post-recession market.

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Transforming Retail Sales Force Economics

To revitalize branch sales and solve over-staffing issues, banks will need improvements in metrics; goals and incentives; capacity management; and proactive selling.