Case Study: First Horizon improves branch staffing and cuts overtime with Verint Workforce Management Branch Solutions

First Horizon reduces branch open hours by 11% with Verint

First Horizon, a major regional bank in the Southeast United States, sought to improve customer experience and branch workforce productivity. They needed to move their staffing decisions from instinct to data-driven analytics. To achieve this, they implemented Verint Workforce Management for Branch solutions after an extensive vendor review.

Verint provided a three-part solution involving a Branch Field Study, the Verint WFM Branch Forecaster, and the Verint WFM Branch Scheduler. This gave the bank deep insights into branch activities and enabled precise staffing alignment with customer demand. The results included an 80% reduction in staff overtime, an 11% reduction in branch open hours, and improved time for proactive customer engagement, all without reducing full-time employees.

First Horizon