The Rise of Video Banking: A Smarter, More Human Way to Connect
[Updated October 2025] As digital transformation reshapes how members interact with their credit unions, one truth remains clear: people still want personal connections—just delivered in more flexible ways. Video banking bridges that gap, giving members the convenience of remote access with the warmth of a face-to-face experience. With Better Lobby’s Flexible Branches Video Meetings module, credit unions can offer members the best of both worlds. Whether a member walks into a branch, joins a virtual queue from home, or connects from their office, they can instantly meet with the right expert—without the need for travel or long wait times. Why Video Matters for Modern Credit Unions Video banking isn’t just about technology—it’s about choice. Members get to decide how they want to interact: In-branch video rooms connect members to remote specialists for services like loans, mortgages, or investments. At-home appointments make it easier for busy members to handle financial matters on their own schedule. Virtual walk-ups allow spontaneous, real-time help without needing to wait for an open slot. This flexibility helps credit unions deliver more consistent service, reduce pressure on call centers, and extend the expertise of their staff across multiple branches. Beyond Convenience: Building Trust Through Connection Unlike chatbots or long phone queues, video calls provide a human face, tone, and empathy—factors that strengthen trust and loyalty. Members feel seen and heard, even when meeting remotely. And for credit unions, this approach demonstrates a commitment to innovation that still puts people first. How Better Lobby Makes Video Banking Simple and Seamless Better Lobby’s Flexible Branches Video Meetings module is built to help credit unions meet members wherever they are—without compromising personal service. What sets it apart is how naturally it integrates into both your physical branches and your digital channels. 1. One System, Many ChannelsFrom walk-ins at video-equipped branches to remote appointments booked online, all sessions are managed in a single, streamlined system. Staff can switch between in-person and remote meetings effortlessly, and members always enjoy a consistent experience. 2. Smarter Scheduling and RoutingOur intelligent appointment system automatically connects members with the right staff—whether that person is at HQ, working from home, or supporting multiple branches. Flexible scheduling tools ensure availability aligns with demand, reducing idle time and boosting efficiency. 3. A Familiar, Secure EnvironmentMembers don’t have to download extra software or struggle with setup. Better Lobby’s secure, browser-based video meetings make it easy to connect from any device. Every interaction is encrypted, compliant, and built with credit union standards in mind. 4. Extend Your Expertise Across BranchesWith video banking, credit unions can make the most of specialized staff—like mortgage or investment advisors—without needing them physically present in every branch. Members still get expert help when they need it, no matter their location. 5. Data and Insights You Can UseEvery appointment, whether in person or virtual, feeds into Better Lobby’s reporting dashboards. This gives branch managers a complete picture of how members engage with their credit union, helping guide staffing decisions and long-term strategy. Better Lobby’s video tools don’t just add convenience—they redefine accessibility. By combining flexible scheduling, seamless technology, and real human connection, your credit union can serve more members, more efficiently, and with more impact. Key Takeaway Video done well—through virtual walk-ups or scheduled appointments—gives members greater choice, more convenience, and a better experience overall. With Better Lobby’s video banking tools, credit unions can connect members with real people, wherever they are, while keeping service seamless and human-centered. The following section is the original post from November 2021. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Many surveys have found that speaking directly with a member of staff is the most efficient way of resolving consumers’ issues. If an interaction can’t be face to face, then video comes in a strong second as a way to help create a better connection between people. By investing in video banking technology like our Flexible Branches Video Meetings module, CUs are able to offer a mix of walk-in and remote video appointments. Expert staff can work from your HQ – or from their home – to help members at any of your video-equipped branches. Of course, members could also join the video queue from their home, office or anywhere from their mobile device. Key Takeaway: Video done well via virtual walk-ups or by appointments delivers greater choice of channels, more convenient service, and while easing pressure on call centers.
Enhancing Customer Experience: The Evolution of Contact Centers in Credit Unions
In the realm of credit unions, the role of contact centers has transcended beyond merely handling calls and resolving issues efficiently. Today, the focus is squarely on optimizing the customer experience, bridging the gap between physical branches and digital channels. This transformation entails the integration of new technologies and channels, aimed at creating a seamless and personalized interaction for members. Contact centers can help members in a number of ways. Including by booking appointments for members, giving the personal touch while moving the credit union into the future. The Shift towards Customer Experience Optimization Contact center experts emphasize that the primary objective of modern contact centers is not just about completing transactions or resolving issues quickly; it’s about delivering exceptional customer experiences. This shift in perspective underscores the importance of building meaningful relationships with members, fostering trust, and providing personalized support. Integrating New Channels and Technologies To realize the vision of a “customer experience hub,” credit unions are embracing a diverse array of channels and technologies. This includes leveraging video conferencing to connect members with product experts, enabling remote teller management for seamless transaction processing, and implementing online chat functionalities for real-time assistance. By integrating these channels seamlessly into the contact center ecosystem, credit unions can offer members a convenient and efficient means of engagement. Empowering Contact Center Agents Empowering contact center agents with the tools and capabilities to enhance member interactions is paramount. One such capability is the ability for agents to schedule appointments with branch staff directly from the contact center interface. This feature not only streamlines the appointment booking process but also ensures that members receive timely and personalized assistance from the appropriate personnel. The Role of Credit Union-Wide Scheduling Platforms Central to the evolution of contact centers is the implementation of credit union-wide scheduling platforms. These platforms serve as a centralized hub for managing appointments across branches, contact centers, and digital channels. By leveraging such platforms, employees can focus on building deeper member relationships, rather than getting bogged down by administrative tasks. Moreover, these platforms serve as a bridge between physical and digital channels, ensuring a cohesive and consistent experience for members regardless of their preferred engagement channel. Maximizing Productivity and Improving Member Experience A credit union-wide scheduling platform not only increases productivity by streamlining appointment management but also enhances the member experience. By seamlessly connecting members with branch staff, contact center agents can facilitate smoother transitions between virtual and in-person interactions. This continuity of service fosters trust and loyalty among members, ultimately driving long-term satisfaction and retention. Turn Contact Centers into Member Experience Hubs For many credit unions, the contact center is the first touchpoint for members seeking help. What was once seen as a place to handle calls and answer basic questions is now becoming a strategic hub for building stronger member relationships. By adopting integrated scheduling tools like Better Lobby, contact centers can do much more than book appointments—they can connect members to the right staff, at the right time, through the right channel. This shift means members no longer need to repeat their story at multiple touchpoints. Instead, staff have visibility into the member’s needs before the conversation even begins. Whether it’s arranging a video appointment, scheduling an in-branch meeting, or routing a member to a specialized advisor, the contact center becomes a seamless extension of the branch. With real-time visibility into staff availability across the credit union, contact centers can reduce bottlenecks, cut down on wait times, and boost efficiency. At the same time, members benefit from personalized service, whether they’re calling from home, joining a video appointment, or preparing for a branch visit. Key Takeaways As credit unions strive to elevate the standard of customer experience, the evolution of contact centers plays a pivotal role. By transforming traditional contact centers into customer experience hubs and leveraging new channels and technologies, credit unions can bridge the gap between physical branches and digital channels. The integration of credit union-wide scheduling platforms further enhances productivity and member satisfaction, cementing the contact center’s position as a critical component of the modern credit union ecosystem.
Call Centers and Branches means Better Member Experience
[Updated August 2025] As more financial institutions shrink their branch networks, call centers are becoming the front line for member support. But for credit unions to keep delivering great service, something important needs to happen:Call centers and branches need to work as one team. That’s where Better Lobby comes in. One Appointment Calendar, Many Ways to Help When a member calls to book or change an appointment, they shouldn’t have to wait until morning to hear back from a branch.With Better Lobby’s Appointment Calendar, call center staff can book or update appointments instantly, just like in-branch staff. Everyone shares the same easy-to-use scheduling tool. This works across every appointment type: In-person Video meeting Phone call Better Lobby also supports custom appointment types, so your team can stay aligned no matter what the member needs. Why It Matters When your call center and branch staff share the same tools: Members get faster, more consistent service Staff are more efficient, no matter where they work There’s less confusion, missed appointments, or duplicated effort Added Bonus: Video Rooms and Remote Service Better Lobby’s Flexible Branch Video Module makes it easy to set up video appointments between members and staff—whether they’re in the same building or across the state.With new video rooms, you can even dedicate quiet spaces at your branches for scheduled virtual meetings with off-site team members. Key Takeaway The future of member service is blended.Your branch and call center teams should work from the same playbook. With Better Lobby’s shared appointment tools and video meeting features, it’s easier than ever to offer seamless, professional service—no matter where your members are. The following section is the original post from October 2013. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. Industry analysts predict that call center volumes will increase as some financial institutions reduce their branch networks. If that is the case, these two channels must become more closely integrated – the “universal banker” in the branch must be supported by the “universal agent” in the call center. Just as the branch of the future will certainly become more sales-oriented, the contact center must as well. To pave the way for this cooperation, we developed the Better Lobby Appointment Calendar. This affordable and easy-to-use solution helps standardize all member-facing branch employees on a single scheduling application. For example if a member contacts the call center after branch hours to change an appointment, it can be done right then, on the spot! Key Takeaway: The branch and the contact center must work together to better serve members at their convenience, and this scenario is greatly facilitated by an enterprise-wide, branch specific appointment calendar for each employee.
How Call Centers Can Use Better Lobby to Help Members Faster
Credit unions today serve a wide range of members—from young professionals juggling busy schedules to retirees who prefer personal attention. Some live nearby and love to visit in person, while others are on the go or live far from a branch. That’s why flexibility in appointments is more important than ever. At Better Lobby, we believe the best service is the kind that meets members where they are. Whether a member wants to sit down at a branch, talk over the phone, or chat through video, offering different appointment options makes everyone feel more supported and included. Why Offering More Than In-Person Appointments Matters ConvenienceLife is busy. Members want to talk to someone on their lunch break, from their couch, or while traveling. Giving them the choice of phone or video meetings means they don’t have to plan a trip to the branch every time they need help. AccessibilitySome members live in rural areas, have mobility issues, or don’t have easy transportation. A video or phone meeting makes it easier for them to get the same quality service without added stress. Faster ServiceNot everything needs a face-to-face meeting. A quick video or phone call can solve problems faster, helping your team serve more members without crowding the branch. A Better Experience for Everyone Giving members options makes your credit union more responsive, helpful, and modern. And it also helps staff better manage time and reduce pressure during busy hours. Better Lobby makes it easy to offer flexible appointments through an easy-to-use calendar system. Staff can manage phone, video, or in-person meetings all in one place. Next, we’ll show you how call centers at credit unions can use Better Lobby to offer this flexibility—booking video or phone meetings right over the phone, using a special tool called Appointment Assistant. Keep reading! How Call Centers Can Use Better Lobby to Help Members Faster When a member calls your credit union, they want quick, helpful service. Whether they’re asking a question, reporting fraud, or needing help with a loan, your call center team plays an important role. With Better Lobby, helping those members is easier than ever. Better Lobby Isn’t Just for Branches Most people think Better Lobby is only for in-person lobby management. But it’s also a powerful tool for call centers. Credit union call centers can use Better Lobby to book appointments, manage calendars, and even connect members to staff by video or phone—all in one place. Appointment Assistant: A Tool Made for Call Centers When a member calls in and wants to meet with someone, your call center staff can use Appointment Assistant to quickly find and book the right appointment. This tool makes it easy to: Search by location or staff member Choose the type of appointment (in-person, audio, or video) See available times Confirm the appointment while the member is still on the phone It’s quick, simple, and helps members feel taken care of right away. Multiple Ways to Meet: In-Person, Video, or Phone Not every appointment needs to happen at a branch. Some members prefer to meet from home—or they’re out of town. With Better Lobby, your call center can offer: Face-to-face branch visits Video meetings, using secure links Phone meetings, scheduled like any other appointment This flexibility means members can get the help they need, no matter where they are. Easy Setup for Your Call Center Team Setting up Better Lobby for your call center is simple. Calendars for video, phone, or in-person appointments are easy to manage. Staff can be assigned to specific appointment types, and your team can choose what options to offer. It’s all customizable for your credit union. Key Takeaways about Call Centers Call centers are an important part of the member experience. Better Lobby helps your team book appointments quickly using Appointment Assistant. Offer flexible appointment types: in-person, video, or phone. Easy calendar setup and simple tools help your team stay efficient and helpful. With Better Lobby, your call center can do more than answer calls—it can connect members to the right help, faster.