Articles by W. Michael Scott
Improvements are about more than adopting technological innovations.
September 25, 2012
Use business intelligence to identify shortcomings in your most fundamental activities.Read More
Identifying and managing teller activities can increase productivity.
March 27, 2012
Optimizing teller schedules can help CUs control branch operating expenses.Read More
Workforce Utilization Part II
Workforce utilization analysis helps CUs find opportunities to rein in labor costs.
February 24, 2012
Failing to optimize workforce productivity leads to further squeezing of already tight margins.Read More
Survey reveals differences between high- and low-performing branches.
February 10, 2012
Relying too heavily on tellers to perform administrative tasks can reduce their productivity in other important measures.Read More
CUs struggle to balance member service and cost control.
April 25, 2011
For most CUs, the problem lies not with the call center metrics but with how management looks at them.Read More