Monthly FMSI Newsletter
Our monthly newsletter, called FMSI VantagePoint, is filled with in-depth case studies and thought leadership discussions about critical retail branch workforce optimization topics. This newsletter is a must read every month for c-level management and retail banking managers.
To sign-up enter your email address in the box under the FMSI VantagePoint logo on the lower left section of this webpage—and click submit.
February 9, 2017
FMSI, a Kronos company, and leading workforce optimization solution provider for banks and credit unions, announced today that West Suburban Bank was the 2016 winner of its annual Operational Excellence Award.
December 12, 2016
Most of us have seen the movies where robots are featured in customer service roles in futuristic cities. The thought of these fantastical interactions may only seem possible in the movies. However, the practical applications of real talking robots in the branch may be much closer than you think.
October 3, 2016
There are many different management styles, processes, and tools available to evaluate customer service; to set and track progress toward realistic, ambitious sales goals; and to train, coach, and monitor the performance of frontline staff. None of these practices seemed to be in place at Wells Fargo, where thousands of employees were fired for opening bogus accounts.
June 8, 2016
With branch visits decreasing, the importance of every interaction has never been greater. Many financial institutions have enormous potential to increase sales and service in the branch by capturing, measuring and managing their lobby sales and service interactions.
April 26, 2016
How does the state of the bookstore extend to the credit union branch? As it turns out, the in-person experience is alive and well, with both book consumers and financial consumers. And that tendency makes a compelling case for continuing to invest in the CU branch. Keep reading for some tips.
April 6, 2016
FMSI recently published the 2016 Retail Branch Lobby Study of approximately 780,000 lobby interactions performed in the 3rd quarter of 2015. In our analysis, we found that since our last Lobby Study in 2013 wait times increased from 5:08 to 7:06 and the number of visitors who left the branch unassisted (‘abandons’) increased by nearly 12%.
January 14, 2016
FMSI today released a new white paper titled Branch of the Future Not All that Different than Branch of Today. The white paper focuses on the current and future state of the branch in detail and evaluates several different branch technologies—predicting how they currently and can impact the future of branch banking.
January 8, 2016
FMSI, a leading workforce optimization solution provider for banks and credit unions, announced today that Credit Union of New Jersey (CUNJ) was the 2015 winner of its annual Operational Excellence Award.
December 10, 2015
See why the branch experience still matters and read an interesting article about how the branch might look in the Jetson's Orbit City.
December 5, 2015
With the help of FMSI's Omnix Performance Analytics, Bridgewater Savings Bank was able to employ a new methodology for utilizing their valuable transaction data and improved their teller productivity by 23%--resulting in a $0.23 drop in labor cost per transaction.
December 4, 2015
Mobile appointment scheduling tools are helping banks and credit unions address retail challenges. These automated solutions let account holders use nearly any internet-connected device to schedule branch appointments through their institution’s website or mobile app.
November 4, 2015
Cast aside outdated ideas about the branch, and use your real estate as a potent weapon against the nameless, faceless fintech startups that are trying to steal financial institutions' business.
October 6, 2015
Technology is changing the retail experience and consumers’ expectations in the process.
September 11, 2015
Branches can remain relevant, even in a digital era, if banks turn them into centers for higher value interaction with customers.
August 20, 2015
Online and mobile are growing, but the branch is still most effective when it comes to closing new loans and opening accounts. Yet, many branch managers rely on outdated processes, leaving them exposed to poor service and less than ideal sales experiences.
July 14, 2015
Read an article about mobile technology in the branch and check out a video highlighting what to expect from FMSI's new appointment scheduling software.
July 6, 2015
Although possible solutions are numerous and varied, one way to increase branch efficiency and foster customer service and loyalty (thereby maximizing branch profit) is to leverage mobile technology inside the branch. If banks can utilize mobile devices (especially tablets) in a way that it makes mobile-savvy account holders more comfortable, it's even better.
June 11, 2015
Check out an article about declining transaction trends in the branch and listen to a radio interview of FMSI CEO on Breaking Banks radio.
May 13, 2015
In this issue learn how community banks and credit unions can better leverage their advantages against mega banks, and watch a video about universal associates.
May 11, 2015
Are You Leveraging Your Agility and Personal Service Enough?
April 23, 2015
This issue includes a featured article about omni-channel banking in the branch and a video perspective from the CEO of a $1.2 billion financial institution.
April 8, 2015
An omni-channel banking strategy, when properly executed, not only can increase sales; it can also foster greater customer loyalty and satisfaction. When that strategy extends to the branch level, the results are even more impressive.
March 4, 2015
It's no secret that technology is constantly changing how consumers approach service and retail related activities in their everyday life.
February 19, 2015
The $535 million East Texas Professional Credit Union has made significant gains in both their account holder branch service experience and employee performance reporting capabilities with the help of FMSI's Omnix Lobby Tracker®.
February 3, 2015
FMSI, a leading workforce optimization solution provider for banks and credit unions, announced today that Fort Knox Federal Credit Union was the 2014 winner of its Annual Operational Excellence Award.
January 30, 2015
When given the right tools, held accountable for excellence and rewarded for that performance you can cultivate a high performing front-line in the branch.
January 6, 2015
The branch is not going away. A fact well observed through the creative ways in which it has resurrected itself and continues to evolve.
December 10, 2014
Learn about how mobile technology can benefit the branch experience and watch a video about properly handling staff downtime.
December 8, 2014
How we respond to failures and bounce back from our mistakes can make or break our careers.
December 2, 2014
In their eagerness to sign up customers for mobile banking, financial institutions should not overlook the capabilities of mobile technology in the branch.
October 30, 2014
Read an article about making the most of idle time in the branch, and another article focusing on the perception of overstaffed branches.
October 29, 2014
Account holder abandons in the lobby wait area are going to happen. It would be unrealistic to think otherwise. However, if left alone tens of thousands of dollars could be draining out of the bottom-line, annually. Limiting the number of times people leave your branch unassisted by following some of the tips presented in this article can pay tremendous dividends for your institution.
October 28, 2014
A universal associate model is more complex to implement and manage than traditional staffing models. While universal associates can play an important role in boosting branch profitability, managers should be judicious in deciding where to utilize them.
October 22, 2014
To solve lengthy check-in times, an increasing number of banks and credit unions are using self-check-in kiosks combined with sophisticated tracking software, like FMSI's Omnix Lobby Tracker™ (OLT). These solutions can improve the service experience, and help reduce stress for both receptionist and lobby service employees.
October 2, 2014
In response to the industry-wide year-over-year decline in branch transaction volumes, the $ 250 million Ontario-based Motor City Credit Union (MCCCU) initiated a more sophisticated staffing approach.
September 3, 2014
Despite headlines about cybercriminals stealing money across continents, statistics indicate that old-school, in-branch (employee or visitor) fraud remains a problem for many banks.
August 12, 2014
Featured in this issue are articles around both cross-selling in the branch and tackling the universal associates model.
August 5, 2014
Cross-selling can be a crucial revenue-boosting tool when properly implemented. Financial Institutions that devise a well-defined strategy based upon proven techniques have the best chance of reaching their cross-selling goals.
August 4, 2014
The idea of having universal employees has been around for a while, but it is recently gaining more attention. With increasing adoption of mobile banking and continued reduction of transaction activity, the need to explore a universal environment has become much more urgent.
August 1, 2014
Bristol County Savings Bank has adopted the right strategy, "slow and steady wins the race." With ongoing management discussions coupled with elaborate coaching and training, they have been able to consistently achieve a productivity average that is more than 10% greater than their peer group (Monthly FMSI Peer-to-Peer Ranking Report).
July 7, 2014
Effective management, paired with employee training, accountability and scheduling of tasks within defined idle time, can help FIs and their staff put idle time to better use.
May 30, 2014
Draconian reductions in branch networks are not necessary for financial institutions that shift to smaller, more efficient platforms for meeting account holder needs.
May 27, 2014
Learn about FMSI's new universal employee component to its popular branch staff scheduling software. Also, read about how universal asssociate models can change branch banking.
April 10, 2014
See how one financial institution is getting "more" out of their branch staff. Also, read an interesting article comparing baseball players and branch staff.
April 7, 2014
CUNJ significantly reduced their labor cost per transaction from $1.06 to $0.88 by accurately scheduling the right number of employees during the right times.
April 7, 2014
Using work settings that allow "wiggle room" gives BI Vu the ability to create optimal schedules for your branch.
March 11, 2014
A new case study and a client video testimonial exemplify how FMSI helps financial institutions be more successful. Also, check out an interesting article about FMSI benchmarking champions.
March 4, 2014
The $2.6 billion FirstOntario Credit Union (FirstOntario) has made significant gains in controlling their workforce costs with the help of FMSI's staff productivity reporting and branch scheduler.
February 27, 2014
Could it be that FI's using both LTS and TMS are better positioned to score higher marks in productivity compared to FI's using only TMS?
February 18, 2014
See who won the 2013 FMSI Ops Excellence Award, and read a great article about tips on achieving a great ROI.
February 7, 2014
Return on investment is something most consider before every purchasing decision is made, whether at home, work, or play. Financial institutions are no exception- especially with the rapidly evolving branch banking model.
January 30, 2014
Learn how a financial institution funded additional account holder benefits through their labor cost savings, and watch an interview with an FMSI client to learn more about effective scheduling in the branch.
January 9, 2014
Hiring the right part-time tellers is one of the more challenging components of managing a branch. The people you hire have a huge impact on client service, sales, productivity, and even overall team morale.
January 9, 2014
Every wardrobe needs a splash of color--oftentimes it's easy to buy a colorful article of clothing, but the challenge certainly comes, in many cases, with making the decision to wear the article of color!
January 6, 2014
SeaComm Federal Credit Union (SeaComm) has minimized their labor expense with the help of FMSI's staff scheduler and reporting solution.
December 6, 2013
Emerging economic and industry trends play a key role in driving the strategic planning for banks and credit unions.
December 3, 2013
With net interest margins being squeezed tighter and non-interest income becoming more restricted every day, successful banks and credit unions are continuously looking to improve their operational efficiency as a vital key to financial success in 2014.
November 12, 2013
See how one FI experienced significant cost savings in a new case study. Also, learn what branch transactions may look like in the year 2025.
November 7, 2013
By automatically aligning staff to member transaction volume throughout the week, FMSI has helped Marine FCU save a considerable amount of time and money scheduling their branches.
November 5, 2013
The exact impact of alternative banking channels on branch transaction volume is difficult to measure and varies greatly when comparing financial institutions (FIs).
October 8, 2013
This month's case study features a financial institution that partially funded their branch growth with their savings from the FMSI system. Also, see a customer video interview from GECU.
October 4, 2013
The challenges of managing frequently-changing employee availability and last-minute schedule requests, render it next-to impossible for workforce administrators to minimize staff hours while simultaneously providing excellent service to customers or members, without a float pool.
October 4, 2013
After realizing the frustrations associated with an improperly staffed branch network, Kern Schools initiated a more sophisticated branch staffing approach to better align employee levels with their forecasted teller transaction volumes.
September 11, 2013
Learn all about FMSI new scheduler, and watch a client video testimonial. Also, read about how service is paramount in this month's From Our Perspective series.
September 6, 2013
If you consider what differentiates you from your competition in the eyes of the younger generations, would you say quality of service is the difference? Selecting the right technologies to support quality service interactions is extremely important in achieving this desired distinction from your competition.
August 15, 2013
Learn how to improve your branch service when you read a new case study about FMSI's Lobby Tracking System. Also, watch a video and read an article about FMSI's new scheduler.
August 12, 2013
With Financial Institutions (FIs) everywhere looking to invest in additional technologies that will drive transactions out of the branch, and subsequently further reduce long term branch operating expenses, staff idle time will undoubtedly grow--resulting in an even more underutilized staff resource. How can management better handle their increasing staff idle time?
August 2, 2013
The $2.8 billion Tennessee-based Eastman Credit Union (Eastman) has significantly improved their member service at their 21 branches, with the help of FMSI's Omnix Lobby Tracker®.
July 31, 2013
How do your Branch Manager's create schedules for their team? Every week or month, are they getting out their tools of the trade: pencil, a calendar, the knowledge of their staff's preferences somewhere in their brains, and a big eraser? That's how most of our clients schedule prior to using the FMSI scheduling tool.
July 23, 2013
Learn about maximizing your teller investment from a new FMSI case study. Also, read an article about how to evaluate universal tellers and their performance.
July 18, 2013
Learn how to use branch staff idle time to your advantage and take a look at the FMSI Staffing Effectiveness chart from FMSI client GECU.
June 27, 2013
Teller idle time has a quantifiable excess labor cost associated with it. When an organization makes a decision to utilize a workforce management scheduling tool to better handle teller idle time, they can take this excess labor cost and improve sales, service and productivity.
June 12, 2013
See a new case study from The Fauquier Bank and learn tips on how to properly handle mergers from a CEO perspective. Also, see an article about measuring Universal Teller performance.
June 5, 2013
The migration to universal tellers can be more successful when institutions utilize sophisticated scheduling and reporting methods to better meet customer need on the teller line, which results in improved service and reduced costs.
June 4, 2013
Learn the steps and precautions to help prevent any undesirable outcomes during a merger. An article written by one of FMSI's vendor partners, KES Group LLC.
June 4, 2013
A Virginia-based bank has better aligned their branch staff to customer traffic patterns with the help of FMSI's reporting and scheduling solution. With new channels changing how people do their banking over the last few years, the $598 million Virginia-based bank noticed its customers visiting their branches at different times.
May 8, 2013
Learn about maximizing your teller investment in low volume branches in a new case study. Also, read about an alternative approach to handling teller idel time.
May 6, 2013
While reducing excess staff, through attrition, has helped them save $156,000 in annualized labor costs, a Kansas-based credit union also has been able to maximize their teller resources, especially at their lower volume branches--by identifying lull periods in transaction activity, and then assigning specific sales, service and training tasks during these times.
April 19, 2013
With minimum staffing requirements, like duel control, forcing branches to schedule a certain number of FTEs in order to open their doors for business, tellers often are scheduled to work when the account holder traffic demand is not there. The result is an environment where tellers are frequently waiting for work, causing morale and service issues alike.
April 19, 2013
Learn about how a bank successfully utilized the Teller Management System in a new case study. Also, learn about the impact of alternative delivery channels on the branch.
April 3, 2013
Learn about the impacts of Obamacare on the branch environment. Also, see Teller Management System best practices from a new case study.
March 26, 2013
As alternative delivery channels continue to evolve, the impact that these options have on your account holders and branch traffic increases as well.
March 14, 2013
Learn about how Obamacare is going to impact part-time teller staffing. Also, read about FMSI's next Users Group Meeting.
March 11, 2013
Starting on January 1st, 2015 President Barack Obama's Affordable Care Act, also known as Obamacare, will have a considerable impact on how most financial institutions (FIs) staff their branches.
February 26, 2013
Learn about FMSI's 2013 Users Group in this article / announcement.
February 26, 2013
Learn why creating and retaining Loyal Customers must be a top priority in your organization. An article written by one of FMSI's vendor partners, KES Group LLC
February 4, 2013
After nearly a full year of using FMSI's system, Jeanne D'Arc and its six full service branch locations achieved a 28% improvement in their teller line productivity and an 18% reduction in their labor cost per transaction; translating into roughly $160,000 in annualized savings.
February 1, 2013
Service is often touted as the key differentiating factor for many businesses. Financial institutions are no exception. New technologies and evolving service strategies challenge management teams on how to define and implement good service.
January 28, 2013
Read a Teller Management System case Study and discover the impact of technology on branch transaction volumes. In addition learn about the new FMSI Online Dashboard.
January 24, 2013
Learn about the importance of a focused sales effort in your branches to improve cross-selling from FMSI President/CEO of FMSI, W. Michael Scott.
January 11, 2013
Find out how many FIs are seeking new sources of revenue and read an interesting article about the state of personal banking.
December 12, 2012
This special edition includes the most popular FMSI articles and charts from 2012.
November 15, 2012
Read a detailed TMS case study about the impact of idle tellers. Also, learn about improving sales on the platform side of the branch.
November 1, 2012
In an effort to significantly reduce excess employee waiting time while maintaining high service standards, TruMark utilizes FMSI's workforce optimization system at all of their 14 branch locations. Since rolling out the system, they have seen a 20% reduction in their EWFW and have absorbed 11 teller positions through attrition.
November 1, 2012
How much of an impact have new technologies had on your branch traffic, and more importantly, how much is it costing you in excess branch labor costs?
October 17, 2012
Read about a lobby improvement case study. Also, see what makes managing such a challenging profession.
October 2, 2012
October is a great month to talk about change. The weather is changing as the fall season rolls in, the leaves change to let us know winter is around the corner, and during Halloween kids change into super heroes, goblins and princesses. What are you changing?
September 17, 2012
Get a deeper look into how one FMSI client was able to achieve a top 10 finish in FMSI's monthly comparative data rankings. Also, learn about four key management principles.
September 5, 2012
After rolling out FMSI's Teller Management System in May 2011, CFCU has seen a 31% increase in productivity and a 23% decrease in their teller labor cost per transaction, both of which helped catapult them into the FMSI Top 10 Comparative Monthly Client Ranking Report--a task normally accomplished over multiple years.
August 29, 2012
FMSI's Teller Management SystemTM was founded on the following four management principals, allowing our clients to create the optimal branch environment in terms of performance and culture: Goals, Accountability, Recognition, and reward.
August 15, 2012
See how a financial institution improves their account holder experience with the FMSI Lobby Tracking System. Also, learn about a key ingredient for driving organizational change.
August 2, 2012
"Not only did we want to track the wait time in the lobby, we wanted to reduce it," states Jennifer Hagin, Director of Member Relations. "We felt the heat when we saw that our lobby was getting backed up but didn't know what our members' average wait time was or how to move them through the lobby more quickly. We needed a more streamlined process."
July 30, 2012
In financial institutions, a common way to keep the score is through utilizing scorecards. After all, the old adage "what gets measured, gets done," is a critical component to any successful branch performance.
July 12, 2012
Learn about optimally staffing your branches from a TMS case study. Also, see why some financial institutions thrive in a challenging economic environment.
June 27, 2012
With the help of the industry expert, FMSI and their Teller Management SystemTM solution, ABNB has been able to achieve an annual cost savings of $421,000 per year--through an improved workforce reporting and scheduling monthly management process.
June 18, 2012
See what the buzz is all about with SWARM banking when you read an article by an executive at one of FMSI's banking clients. Also learn the importance of a closed loop process when carrying out branch transformation directives.
June 1, 2012
FMSI's The Teller Management System™ (TMS) and The Lobby Tracking System™ (LTS) adhere to a successful method of goal achievement, called SMART. For those of you not familiar with SMART, the acronym stands for: Specific, Measureable, Achievable, Realistic, Timely
June 1, 2012
It is critical that financial institutions refine their products and processes, align organizational structure, hire, coach and grow talent, while making wise investment choices in technology. These focal points will drive and create a superior customer and employee experience, creating measurable results for any organization.
May 16, 2012
Learn how one of the largest credit unions in Pennsylvania was able to improve their lobby service and sales. Also, read about the importance of focusing in on individual branches to improve your overall productivity.
May 2, 2012
How Patriot Federal Credit Union Streamlined their Lobby Experience and Increased Member Satisfaction
May 1, 2012
An In-depth Look at Branch Level Performance
April 23, 2012
See best practices and other workforce optimization insights in this issue. Includes two detailed case studies.
April 16, 2012
See why service still matters in the branches. Also, read about where FMSI is going to hold its 2012 Users Group Meeting.
April 9, 2012
See how Gulf Winds Federal Credit Union balances their service and productivity.
April 2, 2012
Since 2003, FMSI has hosted an annual User Group Meeting to give our clients and prospective clients an opportunity to come together to build relationships, share experiences and ideas, and to help one another learn more about our product offerings.
March 7, 2012
Tap into the benefits of part-timers. Brand new TMS case study for $7 billion bank who had a significant reduction in FTEs. Also, learn the importance of "walking the line."
March 2, 2012
Many organizations have shared with us that they have tried the part-time employee route in the past and they have yielded less than desirable results. They often ask us how other FIs have such great success with their part-time teller programs.
March 1, 2012
First Bank of Clayton, Missouri follows the management motto that there is always room for improvement. In this spirit, the $6.78 billion bank put a strong focus on leveraging a workforce utilization approach nine months ago, in addition to their already successful use of FMSI's Teller Management SystemTM, which they implemented in mid-2010.
February 9, 2012
Understand how an FI was able to lower their payroll hours by 1,000 per month. Also see how how to define service in the branch and learn how efficiency ratios affect your institution.
February 1, 2012
Since a sizable change in their branch scheduling approach, over the past several months the $1.1 billion dollar Fort Knox Credit Union gradually reduced their branch network monthly payroll from 8,600 to 7,600 hours--all while having an asset growth of 10.7% in 2011.
February 1, 2012
How Can You Help Improve Your Financial Institution's Efficiency Ratio?
January 24, 2012
This article discusses overall branch service metrics and also looks to identify service improvement solutions for management.
January 12, 2012
See the details around a CUNA turnover survey along with an editorial about small contact centers suffering from a lack of management software. Also, read about the importance of never losing focus on your stakeholders.
January 9, 2012
In a recent DMG Consulting study, "The Winning Staffing Formula", 84.4% of contact centers found workforce management tools to be "mission critical".
December 12, 2011
Find out how a bank used a new methodology to decrease labor costs. Also, read about some interesting year end thoughts to ponder, from FMSI CEO W. Michael Scott.
November 18, 2011
See an impressive improvement from a bank in this month's chart of the month. Also, learn about the importance of acknowledeging your staff as it relates to workforce optimization.
October 13, 2011
See how a lobby management system can improve the service experience in a detailed case study. Also, learn about the importance of spreading the managerial attitude.
October 4, 2011
Upon implementing FMSI's Lobby Tracking System™ (LTS), Veridian has seen improved employee performances, a decrease in member wait-times, and an improved lobby service experience.
September 19, 2011
Features a Lobby Tracking System case study and an interesting comparison between Google and finanical institutions.
September 2, 2011
After implementing LTS, DFCU noticed a marked improvement in member service. Employees can now easily see on-demand a member's wait time, as well as the reason for the member's visit, thus allowing the employees to provide better service.
August 9, 2011
In this month's edition learn how a bank has improved it branch efficiency steadily over three years. Also, see a chart showcasing an optimal branch schedule.
July 19, 2011
Do you think incentive pay programs on the teller line are a good idea? See a case study to find out how it is working for one of FMSI's clients. Also, read an interesting "For Senior Management" article from the FMSI CEO.
July 14, 2011
In this issue a TMS case study reveals how the solution not only benefits productivity, but also service levels. In addition, learn about FMSI's Hours of Operation Analysis report.
July 5, 2011
Passionate about customer service, Century National Bank wants raving fans to spread the good word. With FMSI's TMS workforce optimization application in place, the bank no longer has service lapses that get in the way of great customer service on the teller-line.
June 22, 2011
See an outstanding FMSI Chart of the Month from Mid Atlantic FCU and read about an opportunity for community banks and credit unions to capture more deposit account away from the "too big to fail" banks.
May 17, 2011
Read an informative case study about the FMSI incentive pay program and read how change is constant in this month's For Senior Management message.
May 6, 2011
See how the FMSI Incentive Pay Program helped a credit union improve their staff performance.
April 19, 2011
How did a credit union improve their FMSI rankings? Find out how and learn about another institution's successes with FMSI's ContactCenter Management System (CMS).
April 12, 2011
Does changing the scheduling mindset at your financial institute interest you? If yes, you will want to read this issue of FMSI VantagePoint, which includes a detailed case study about automated branch scheduling.
April 4, 2011
By transforming their mindset on how they prepare and manage their schedules, an Illinois-based Credit Union has been able to dramatically improve their workforce optimization.
March 15, 2011
In this issue we take a closer look at FMSI's ContactCenter Management System (CMS). Also see an impressive chart of the month from Century National Bank.
March 2, 2011
Tyndall Federal Credit Union (FCU) of Panama City, Florida, has experienced a 70% reduction in call center hold times since deploying the FMSI ContactCenter Management System™ (CMS) solution.
February 23, 2011
Get best practices from two detailed case studies along with interesting insights about the retail branch envioronment from industry experts. Also, see the details around this year's FMSI Users Group Conference.
February 21, 2011
Having doubled its branch network to become one of the largest credit unions in the local area, staying on top of scheduling personnel and finding ways to more efficiently utilize employees became a priority for the credit union, which turned to FMSI's Teller Management System (TMS) for solutions.
February 10, 2011
In this edition we evaluate the impact of employee productivity and we also take a closer look at one of FMSI's contact center solution graphs. In addition, our CEO shares his thoughts on unprofitable retail locations.
January 12, 2011
Applying a scientific approach on how a financial institution manages their branch operations has had amazing results. Also, Jim Collin's best selling book, Good to Great, is discussed.
January 4, 2011
More times than not, when retail branch management schedules for their teller-line, they tend to rely on a more intuitive and creative problem solving "right brained" approach. This non-scientific approach often results in costly overstaffing. In this article, learn about an alternative way to schedule your branches that solves this issue.
December 16, 2010
See how a queue management system has helped a financial institution flourish. In addition read our CEO's message about the importance of utilizing comparative data rankings.
December 1, 2010
With 13 locations, Arkansas Federal Credit Union (AFCU) recently implemented an innovative queue management solution with the goal of improving their time management practices in their branch operations.
November 23, 2010
A very interesting "Babies in the Workplace" article is featured in this issue. A must read.
November 9, 2010
A new case study about the power of forecasting and a very interesting senior management message is featured. However, the FMSI Lemonade Stand video is the highlight from this issue.
November 1, 2010
Learn how a financial institution achieved a $0.10 drop in their average labor cost per transaction.
October 19, 2010
Learn how a nationally recognized bank achieved an elite performance threshold. Also, see a very impressive part-time employee utilization percentage in this month's chart of the month.
October 6, 2010
Learn how #8 on Forbes Magazine's largest 100 top performing banks is employing staffing best practices at the branch level.
September 7, 2010
See how the FMSI Lobby Tracking System (LTS) has led a respected financial institution to an improved account holder lobby experience and learn about some startling metrics related to low volume branches.
August 13, 2010
Learn about "The Greatest Thing Since Sliced Bread" and take a closer look into "How Branch Personnel and
Cash Operations Make A Difference In Their Credit Union's Profitability".
August 9, 2010
A conversation about an innovative branch banking environment with Sandra Dixon, EVP/Group Executive - Operations, Extraco Banks
August 9, 2010
Learn how a world class bank approached and implemented the "branch of the future - today". Also, see our CEO's thoughts on recognition programs.
July 15, 2010
It happens to all financial institutions. A teller submits their two-week notice and managers start to worry about an indefinite service void in their teller line. What do you do?
July 15, 2010
Learn how a 2 week notice can affect your teller line. Also, review the importance of a management scorecard and see FMSI's new contact center solution.
June 23, 2010
Learn all about the 2010 FMSI Users Group, which was in beautiful San Antonio, TX. Specifically the issue covers "What Are the Industry Trends?," topics of discussion and a summation of the event from FMSI President W. Michael Scott.
June 8, 2010
See how Tyndall Federal Credit Union optimized their teller productivity. Also, learn more about how "Regulation E Section 205 is Coming & Reduced Revenue will Follow."
May 11, 2010
Learn why CAMPUS USA Credit Union threw away their lobby clipboards and how they improved their staffing decisions. Also, see this month's chart of the month, which showcases ideal tracking of "actual" staffing effectiveness.
May 6, 2010
CAMPUS implemented Financial Management Solutions' (FMSI) Lobby Tracking System™(LTS) in August 2009. LTS not only improved their wait times, but it also gave them tremendous reporting capabilities, which helped them make more informed staffing decisions.
April 9, 2010
Learn how Bank of the Pacific had the right information at the right time with the Teller Management System™. Also, see an interesting statistic relating to teller transaction volume for FMSI clients over the past 20 years.
April 1, 2010
A Story about a Florida Credit Union's Staffing Productivity Improvements
April 1, 2010
See both a TMS and an LTS case study including client tips on how to better utilize these FMSI solutions.
March 17, 2010
Lobby Tracking System™ armed WPCU with the decision-support information they required to greatly surpass their ideal lobby experience ambitions.
March 17, 2010
Learn how Wright-Patt Credit Union soared to new heights with FMSI's Lobby Tracking System™ (LTS). Also, learn about the NEW FMSI Day of the Week Charts in this month's FMSI Did You Know?