Where Is The Economy Going

June 10, 2022Posted inNewsletters
Our industry has learned to live with economic uncertainty over the centuries we’ve been in existence. It continues to seek ways to improve its ability to predict the next economic cycle and its impact on banks. The topic of “the next recession” has been prominent at our forums this spring. While there hasn’t been a clear consensus about the timing, severity and impact of the next recession, many of our conversations shed some light on…

Incentive Compensation: Be Careful What You Wish For& It Will Come True

May 12, 2022Posted inHuman Resources
Incentive compensation plans are now being used in all walks of banking life.  From the internal audit department to various sales forces, incentive compensation is a primary motivational and behavior guidance tool.  The problem is not that it doesn’t work, but rather that it often works in unintended ways which do not align team member activities with shareholders’ interests and bottom line results. For example:  one retail incentive compensation program I’ve seen is designed to…

Chasing Service Levels

April 28, 2022Posted inNewsletters
 It was a pleasure to finally be able to attend an in-person forum with Anat and the other call center managers this past month in beautiful Charleston, NC. As always, I took a lot of best demonstrated practices away from the group that will help better my team. One thing I noticed when we were all talking about metrics, was that everyone had a different service level goal they were aiming for. Some expected to…