Case Study: First Horizon achieves an 80% reduction in staff overtime and improved customer experience with Verint Systems' Workforce Management

First Horizon - Customer Case Study

First Horizon, the fourth-largest regional bank in the U.S. Southeast with roughly $40 billion in assets and 300+ branches, set out in 2015 to transform its branch experience, sales effectiveness, and workforce productivity. As customer interactions evolved, the bank needed a modern, analytics-driven workforce management approach to replace instinct-based staffing and to measure whether transformation initiatives were working.

First Horizon used a three-part program—Branch Field Study plus Verint Workforce Management Branch Forecaster and Branch Scheduler—to map branch workflows, validate forecasting models, and implement new scheduling and governance. The changes included a float pool, 30-day published schedules, and clarified regional roles, enabling managers to match staffing to traffic and priorities; outcomes included an 80% reduction in staff overtime, an 11% cut in branch open hours, improved customer experience without reducing FTEs, and more time for relationship bankers to engage proactively.

First Horizon

Ben Hopper

SVP, Head of Strategy