Banner Bank crafted a suite of specialized dashboards to highlight SLA performance, which complemented dedicated dashboards for adherence reporting, agent metrics, and forecasting accuracy within the Risk Model department. This strategic initiative has facilitated optimal staff allocation by offering clear insights into team needs. As a result, occupancy rates consistently hit the target range of 85-90%, and unplanned absences have been reduced by 15%. Furthermore, the implementation of the agent dashboards has led to a reduction in average handling time (AHT) to a range of 360 to 390 seconds.

The Insightful Expert knows that easy access to timely, actionable data can make all the difference. Banner Bank developed dashboards that not only supported awareness and accountability but fostered healthy competition among teams—and the difference made by these efforts is evident in their impressive results.