Articles by W. Michael Scott

Crush the Cross-Sell: Eight Tips

CUs sometimes fail to exploit cross-selling’s full potential.
Make sure your cross-selling team is well-trained and understands the nuances of this task.
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Make Good Use of Teller Downtime

Downtime accounts for up to 30% of scheduled hours at some institutions.
Downtime accounts for up to 30% of scheduled hours at some institutions.
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Business Intelligence: Hard Facts for Performance Improvement

Improvements are about more than adopting technological innovations.
Use business intelligence to identify shortcomings in your most fundamental activities.
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Target Teller Time

Identifying and managing teller activities can increase productivity.
Optimizing teller schedules can help CUs control branch operating expenses.
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Workforce Utilization Part II

Calculate Your Scheduling ROI

Workforce utilization analysis helps CUs find opportunities to rein in labor costs.
Failing to optimize workforce productivity leads to further squeezing of already tight margins.
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The True Cost of Poor Workforce Utilization

Survey reveals differences between high- and low-performing branches.
Relying too heavily on tellers to perform administrative tasks can reduce their productivity in other important measures.
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Reduce Call Center Hold Times

CUs struggle to balance member service and cost control.
For most CUs, the problem lies not with the call center metrics but with how management looks at them.
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