First Horizon Workforce Management Implementation Case Study

This case study details the implementation of Verint Workforce Management solutions at First Horizon, a regional bank in the Southeast United States. The bank aimed to enhance customer experience, improve workforce productivity, and adapt to evolving customer interactions. The initiative began in 2015, focusing on data-driven staffing decisions rather than instinctual approaches. The solution included a Branch Field Study, Verint Workforce Management Branch Forecaster, and Branch Scheduler. The Branch Field Study analyzed customer interactions and staff utilization, revealing inefficiencies in non-customer-facing activities and limited time spent on growth activities. The implementation led to significant benefits, including an 80 percent reduction in staff overtime, improved customer experience without decreasing full-time equivalents, and a reduction in branch open hours by 11 percent. Additionally, new business processes were developed to enhance staffing efficiency and employee work-life balance, allowing branch managers to better align staffing with customer demand.