Category: Member Satisfaction

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.

Member Journey Optimization: Using Better Lobby to Streamline Pathways

What Is the Member Journey—And Why Should Your Credit Union Care? When a member visits your credit union—whether in person or online—they’re not just there to complete a transaction. They’re on a journey. From the moment they walk through your door (or open your app) to the moment they finish their business, each step matters. That entire experience—from check-in to service delivery—is known as the member journey. And how smooth that journey feels often determines whether they’ll come back, recommend you to others, or even switch to another provider. That’s why Member Journey Optimization is more than just a buzzword. It’s a smarter way to serve. The Basics of the Member Journey Think of the member journey as a chain of moments. It includes: How easily they check in How long they wait How they’re greeted and guided Whether they feel understood And how smoothly their need is resolved Every touchpoint is an opportunity—to build trust, save time, and create a positive experience. Why It’s Time to Take a Closer Look Today’s members are busy. They expect service to be fast, simple, and personal. If your branch doesn’t meet those expectations, you may not get a second chance. So how do you know where to start? A great first step is mapping out the current member journey at your credit union. Walk through your lobby like a new visitor. Ask yourself: Is it clear where to go and how to check in? Are there delays or confusion at the front desk? Can staff easily understand what each member needs? Are there long wait times—or members leaving without being helped? The Role of Better Lobby Better Lobby is designed to support every stage of the member journey. Before you optimize each step (more on that in our next article), it helps to know what those steps are—and how members really experience them. Our platform starts by simplifying entry management, and it keeps working behind the scenes to organize queues, route requests, and provide staff with real-time updates. Whether members walk in, book an appointment online, or connect through video, Better Lobby helps your team provide personal, efficient service—every time. Coming Up Next: We’ll show you how Better Lobby makes Member Journey Optimization easier by helping you: Improve entry management Streamline service delivery Offer flexible appointment options Deliver personal support—anywhere In today’s fast-paced financial environment, the member experience at credit unions can be the differentiating factor that sets an institution apart. It’s crucial for credit unions to optimize every step of the member journey from entry to service completion. Better Lobby, a comprehensive lobby management platform, provides several tools that help streamline these pathways, ensuring a smooth and efficient experience for members. Understanding Member Needs with Entry Management The first step in optimizing the member journey is efficient entry management. Better Lobby’s sign-in kiosk and online queuing system allow members to register their arrival and service needs digitally as soon as they enter. This system reduces wait times and immediately informs the staff about the member’s requirements, allowing for a tailored service approach right from the start. Enhancing Service Delivery with Real-Time Data Once members are logged into the system, Better Lobby utilizes real-time analytics to manage service delivery effectively. Staff can see at a glance which members are waiting, what services they require, and how long they have been waiting. This allows for better resource allocation and ensures that members with pressing needs are prioritized, enhancing overall satisfaction. Streamlining Services with Appointment Scheduling Better Lobby’s appointment scheduling feature integrates seamlessly with the real-time queue management system. Members can book appointments through various channels, including mobile apps and online platforms, which are directly synchronized with the credit union’s service queue. This not only minimizes wait times but also allows credit unions to prepare for the member’s visit in advance, gathering necessary documents and resources. Personalizing Interactions with Video Meeting Solutions For members who prefer not to visit the branches physically, Better Lobby offers a Flexible Branches Video Module. This feature allows credit unions to extend their reach beyond physical locations, offering personalized face-to-face consultations via secure video calls. Whether members are at home or abroad, they can receive the same level of personal service, maintaining a strong connection with their credit union. Leveraging Data for Continuous Improvement The backbone of continuous improvement in member services lies in the data collected through each interaction. Better Lobby’s dashboard and reporting tools provide deep insights into member behavior patterns, peak times, and staff performance. This data is crucial for making informed decisions about branch operations, staff training, and service enhancements. Key Takeaways about Member Journey Optimization Efficiency at Every Step: From entry to service completion, Better Lobby tools ensure that every phase of the member journey is as efficient and pleasant as possible. Empowered Staff: Real-time data empowers staff to meet member needs promptly and effectively, enhancing the overall service experience. Data-Driven Decisions: Continuous analysis of service data helps credit unions refine their operations and adapt to changing member expectations. Credit unions looking to enhance their member services and streamline operational efficiencies will find a robust solution in Better Lobby. By optimizing the member journey with advanced tools designed specifically for credit union environments, institutions can not only meet but exceed member expectations in the digital age.

From Physical to Digital: Transitioning with Better Lobby’s Hybrid Service Model

In today’s fast-paced world, credit unions are increasingly embracing a hybrid service model that merges the best of both physical and digital realms. This blend not only enhances accessibility and convenience but also significantly improves the overall member service experience. Better Lobby is at the forefront of this transformation, providing tools that facilitate a smooth transition from traditional methods to a more integrated, digital-first approach. The Hybrid Service Model Advantage Blending Digital with Traditional: A Tailored Member Experience The hybrid service model presents a powerful blend of digital and face-to-face interactions, designed to cater to all member preferences. This approach is particularly advantageous as it combines the efficiency of digital solutions with the personalized touch of in-person engagements. By adopting this model, credit unions can offer flexible and customized services, ensuring that all members feel valued and well-served, regardless of their preferred interaction method. Seamless Integration with Better Lobby Better Lobby champions the hybrid model by incorporating several key features that enhance both digital and physical member experiences: Video Meeting Platforms These platforms are a cornerstone of the hybrid model, allowing credit unions to break geographical barriers. Members can engage in detailed financial discussions via secure video calls, ensuring they receive expert advice without the inconvenience of travel. Good to Know: To optimize the video meeting experience, ensure your systems are equipped with high-quality video and audio capabilities. This not only improves communication clarity but also enhances the overall perception of your credit union’s digital proficiency. Sign-in Kiosks Positioned strategically within branches, sign-in kiosks streamline the member entry process. These kiosks reduce initial wait times and allow staff to allocate more time to meaningful member interactions. By automating the check-in process, credit unions can manage member flow more effectively, especially during peak hours. Good to Know: Integrating sign-in kiosks with real-time analytics can provide insights into peak visit times, helping you better manage staffing and resources. Online Queuing Systems Online queuing systems revolutionize how members plan their branch visits. By enabling members to check queue statuses and join lines remotely, these systems significantly reduce physical wait times and enhance overall visit planning. This not only improves the member experience but also allows credit unions to anticipate member needs more accurately. Good to Know: Implement promotional notifications via the queuing system to inform members about new services or products while they wait, enhancing cross-selling opportunities. By integrating these technologies, Better Lobby facilitates a seamless transition between digital and physical channels, embodying the true spirit of the hybrid service model. For credit unions, embracing this model means staying relevant in an increasingly digital world while preserving the irreplaceable value of human interaction. Reshaping the Future for All Demographics Adapting to Diverse Member Needs Better Lobby’s suite of tools is meticulously crafted to address the preferences of various member demographics, ensuring no group feels left behind in today’s fast-paced digital transformation. From millennials who often opt for swift, digital solutions to the baby boomers who appreciate a warm, face-to-face interaction, Better Lobby’s hybrid service model is designed to accommodate everyone. This strategic approach helps credit unions deliver tailored services that align perfectly with the unique preferences and expectations of each demographic group. Enhanced Flexibility and Member Satisfaction The integration of physical and digital services is not just about keeping up with technological trends; it’s about refining operational efficiency and elevating member satisfaction to new heights. This dual approach empowers members to choose their preferred method of interaction, providing unmatched flexibility. Whether it’s a quick digital transaction or a detailed in-person consultation, members can select the service mode that best suits their current needs and situations. Good to Know: Utilizing data analytics to track member usage patterns across different channels can help further personalize and improve service offerings, ensuring each member feels valued and understood.   Embracing the Hybrid Model Looking ahead, the hybrid service model is poised to be a fundamental aspect of the credit union landscape. Credit unions that proactively embrace this model, especially with the support of platforms like Better Lobby, are strategically positioning themselves to meet and exceed the evolving expectations of their membership base. This approach not only secures a competitive edge but also ensures that credit unions remain relevant in an increasingly digital-focused market. Navigating the Digital Transition Transitioning from traditional to digital-centric operations can seem daunting, but it doesn’t have to be. With Better Lobby, credit unions gain a reliable partner equipped with the necessary tools and expertise to facilitate this shift smoothly and effectively. This support is crucial for credit unions aiming to seamlessly blend their esteemed traditions of personalized service with the efficiency and reach of modern technology. By adopting Better Lobby’s innovative solutions, credit unions can confidently step into a future where technology complements and enhances the personal touch that has always been at the heart of their service philosophy. This balanced approach ensures that all members, regardless of their technological proficiency or personal preferences, can enjoy a satisfying and inclusive banking experience. Key Takeaways Harnessing the Hybrid Service Model Better Lobby equips credit unions with a powerful arsenal of tools that are indispensable for navigating the shift towards a hybrid service model. This model skillfully combines the efficiency of digital solutions with the traditional warmth of personal interactions, ensuring credit unions can deliver a comprehensive service experience. Enhancing Member Satisfaction and Loyalty Adopting the hybrid model ensures that every member’s needs are met with precision and care, regardless of their preferences for digital or face-to-face interactions. This approach significantly boosts member satisfaction and fosters deeper loyalty, as members feel valued and understood by their credit union. Preparing for a Future-Focused on Flexibility The future of credit unions will increasingly depend on their ability to offer flexible, adaptive service options that appeal to a wide range of demographics. By embracing innovative technologies and service models, credit unions can stay ahead of member expectations, ensuring they remain relevant in a rapidly evolving financial landscape. Good to Know: Implementing a hybrid model can also serve

Retaining the Human Touch in Digital Banking

In a recent article in Technology Record magazine, there was an interesting discussion on how digital-first […]

What BECU Teaches Us About Modern Credit Union Branch Strategy

What BECU Teaches Us About Modern Credit Union Branch Strategy [Updated May 2025] Even in a digital-first world, members still want the option to visit a branch—especially when they need advice, support, or help with big financial decisions. That’s the big takeaway from a recent interview with BECU, one of the largest credit unions in the U.S., about how their branch strategy is evolving. While some financial institutions are closing locations, BECU is growing—and doing it in a smarter, more flexible way. At Better Lobby, we believe their approach is a great example of what modern branch management can look like. Here’s what credit unions can learn. Modern Credit Union Branch Strategy: Members Still Want In-Person Help According to BECU, most members don’t come into the branch for simple transactions anymore. That’s what mobile apps are for. But when a member wants financial advice, help with a mortgage, or investment services, they still prefer to talk to a real person. BECU branches aren’t built around tellers. Instead, they’re staffed with financial consultants who focus on higher-value conversations. Routine services are handled digitally, while the branch becomes a space for deeper member relationships. ✅ How Better Lobby helps:Use appointment scheduling tools to match members with the right staff, whether they need loan guidance, retirement advice, or account help. 📅 Appointments Are Key During the pandemic, BECU saw a 400% increase in member appointments. That trend hasn’t slowed down. Members of all ages are booking time with staff for more complex needs—and they appreciate the ability to plan their visit instead of waiting in line. ✅ How Better Lobby helps:With our mobile-friendly appointment booking, members can schedule in-person, phone, or video meetings—on their own time. Staff can prepare in advance using visit history tools to offer better service. 🏗️ Branches Still Matter—But They Must Evolve Despite the rise in digital banking, BECU members are asking for more branches—not fewer. What they’re really asking for is access to great service when and where they need it. This doesn’t mean going back to traditional teller windows. It means building branches that support consultative service, offer a welcoming experience, and use smart tools to manage flow and staffing. ✅ How Better Lobby helps: Use our self check-in kiosks or QR code check-in to reduce front desk congestion Let members join the queue online so their wait time starts before they arrive Display real-time queue info with Wall Display modules for transparency and fairness Modern Credit Union Branch Strategy: Flexibility Is the Future BECU shows that credit unions don’t have to choose between digital and in-person service. The real power comes from combining both—letting digital tools free up staff to focus on what matters most: building strong, personal relationships. Better Lobby gives you everything you need to support this shift—from appointment booking and queue management to staff performance tracking and kiosk integration. If you’re looking to modernize your branch strategy while staying true to your member-first mission, we’re here to help.   BECU On The Changing Strategies For Credit Union Branches   How Better Lobby Modules Help Credit Union Members Every Step of the Way Credit union members don’t want to waste time waiting in line or wondering who can help them. They want clear options, fast service, and real human support when they need it. That’s where Better Lobby’s modules make a big difference. Each part of the Better Lobby platform is designed to help members have a smooth, organized, and friendly experience—whether they’re visiting in person, calling in, or joining a video meeting. Let’s break it down: 📅 Appointment Scheduling (Online & Staff-Side) What it does:Lets members book appointments online 24/7, or allows staff to book for them. Why members love it: No more guessing when to come in They get to meet with the right person at a time that works for them It shows that your credit union values their time 🧍 Kiosk Check-In (Physical & QR Code) What it does:Members check in on a touchscreen or by scanning a QR code on their phone. Why members love it: Fast and easy check-in process Reduces lines at the front desk Great for members who want a contactless experience ⌛ Online Queuing What it does:Lets members join a queue from home or their phone, before entering the branch. Why members love it: Their travel time becomes their wait time They can time their visit to avoid long lines It’s like having a digital “take-a-number” system that works anywhere 🖥️ Wall Display What it does:Shows queue order and wait times on a screen inside the branch. Why members love it: They can see where they are in line It prevents people from thinking someone “cut” in line Creates a more fair and transparent experience 🎥 Video Meeting Module What it does:Offers secure, scheduled video meetings between members and credit union staff. Why members love it: Great for busy or remote members No need to come into a branch for questions or consultations Members still talk to a real person, just online 📊 Survey Trigger Module What it does:Sends surveys after a visit using your credit union’s survey software. Why members love it: They feel heard and valued Feedback helps improve future service It gives members a voice 🧠 Member Visit History What it does:Tracks why a member visited, who helped them, and what was discussed. Why members love it: They don’t have to repeat themselves every time Staff already knows their needs and history It makes every visit feel personal and professional Final Thoughts: A Better Experience, Built-In Every module in Better Lobby is built with one goal: make the credit union experience better for members. Whether they’re walking into a branch, calling for advice, or meeting online, Better Lobby helps credit unions stay organized, responsive, and member-focused. That’s Modern Credit Union Branch Strategy. Want to learn how these tools work together to create a modern, friendly branch experience? We’re here to help.     The following section is the original post from

Human+Digital

Why the Branch vs. Digital Debate Misses the Point [Updated May 2025] The banking world loves a debate—especially the one about whether branches are dead or here to stay. But according to new research from Cornerstone Advisors on The Financial Brand, this debate misses what really matters: people just want their problems solved—quickly and conveniently. So instead of asking, “Should we invest in branches or go fully digital?” the better question is, “How do we make it easy for members to get what they need—whether they’re online or in person?” That’s where tools like Better Lobby come in. The Real Issue: Convenience Wins Here’s what the Cornerstone study found: Many people visit branches not because they prefer them, but because digital channels didn’t work for their situation. Younger members (Gen Z and Millennials) are especially likely to start online and switch to a branch only when something goes wrong. Members want their credit union to work like the rest of their life—simple, fast, and available on their terms. In short: when digital works, people don’t need the branch. But when it doesn’t, they still need someone to help—and they want that help fast. It’s Not Branch OR Digital—It’s Both The study says we should stop thinking of digital vs. branch as a competition. Instead, we should focus on “human + digital” service. Better Lobby helps credit unions blend both worlds by: Letting members join a queue or book an appointment online, then walk into the branch already checked in Offering video and phone appointment options so people get help without needing to visit Giving staff access to visit history, so members don’t have to explain things twice Allowing for real human interaction, while using tech to make that process faster and smoother What Members Really Want: A Relationship, Not a Channel The study also shows that many members—especially younger ones—value having a personal account manager, even if that relationship happens online. They want someone to: Check in on their overall financial health Give real advice, not just product pitches Help them solve problems when something goes wrong Better Lobby’s scheduling tools make it easy for members to choose who they meet with and how—in-person, phone, or video. That way, even digital-first members can build real relationships with your staff—without waiting in line or visiting a branch when they don’t have to. Final Thought: About Branch vs. Digital Branches aren’t dead. Digital isn’t enough. It’s not either-or—it’s both. What members care about is getting the help they need, when and how they need it. With Better Lobby, your credit union can offer flexible, personal, and efficient service—wherever the member journey begins.     The following section is the original post from December 2021. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. A recent Financial Brand article posed 2 important questions for CUs: 1) How can digital technologies enhance person to person interactions? 2) How can digital technologies be better utilized when branch interactions are not convenient? Our Product Development team has given a great deal of thought to these questions and subsequently directly addressed them with our solutions. Our Kiosk module helps with question 1 by allowing your branch visitors to easily check-in and then engage in other branch-provided activities with the confidence that branch staff knows of their arrival and that they will be served by your employees in the appropriate order. To address question 2, we developed our Flexible Branches Video Module. This affordable module extends the conventional Better Lobby Branch Service Queue beyond the physical branch so that video visitors waiting in the virtual lobby can be seen and served by expert staff at any Better Lobby equipped location – plus employees can work from home if needed. Key Takeaway: All of your channels need to work together in a single process that meets member needs in a manner most convenient to them.

Personalized services VERSUS personal interactions

What Credit Unions Can Learn from 4 Key Banking Trends [Updated May 2025] The world of banking is changing—and fast. But not all the change is digital. A new global report shows 4 Key Banking Trends that while members use mobile apps and digital tools more than ever, they still want human service, physical branches, and personalized advice. At Better Lobby, we believe this is good news for credit unions.  You already focus on relationships, community, and member-first service. The key is having the right tools to deliver that experience efficiently and consistently—both online and in-branch. Here are four major trends from the EPAM Consumer Banking Report 2021 and what they mean for credit unions using Better Lobby. What are the 4 Key Banking Trends? 1. 🤝 People Want Personal, Not Just Personalized Many banks focus on automation, chatbots, and self-service tools and call that “personalization.” But according to the report, what people actually want is real human interaction. In fact, 34% of members surveyed said they want more personal interaction with their financial institution—not less. ✅ What this means for credit unions:You don’t need to replace personal service—you need to support it. Better Lobby helps by: Allowing members to book appointments with specific staff Showing staff photos, bios, and service types during scheduling Making it easy to have a face-to-face, phone, or video conversation Recording visit history so members don’t have to repeat themselves 2. 🏦 Branches Aren’t Dying—They’re Evolving Think branches are outdated? Think again. According to the study, U.S. consumers expect to visit their credit union branch more than 40 times a year. And younger generations agree—30% of Gen Z said branches have become more important to them since the pandemic. ✅ How Better Lobby helps: Offers self check-in kiosks or QR code check-ins to reduce front desk bottlenecks Lets members join a queue before arriving—turning travel time into wait time Displays queue positions on Wall Displays to keep visits fair and transparent Branches aren’t going away—they just need to be smarter, faster, and easier to navigate. 3. 🧑‍🎓 Gen Z Wants Advice, Education, and Engagement Gen Z may be tech-savvy, but they also want real financial guidance. According to the report: 46% would visit a branch to drop in for financial advice 40% want branches to offer financial education sessions 61% want their credit union to offer help managing money ✅ Better Lobby makes this easy: Staff can schedule advice sessions and prepare with the member’s visit history Branches can run financial education workshops using our appointment tool to manage attendance Staff can track member needs over time with our Cross-Selling and Visit Notes tools 4. 💡 Members Use Multiple Services—But Stay for the Experience The study found that 36% of consumers prefer using different financial providers for different needs—but most still stay loyal to one main credit union or bank. Why? Trust, security, and a good member experience. ✅ With Better Lobby, you can strengthen that loyalty by: Keeping visits smooth and organized Making it easy to access help from the right person Giving staff the tools to deliver memorable service every time When service is fast, personal, and helpful, members are more likely to stick with you—even if they explore other apps or platforms. Final Thoughts about 4 Key Banking Trends This new data shows that credit unions are already well-positioned for the future—members want connection, not just convenience. But delivering that consistently requires tools that combine efficiency and personalization. Better Lobby gives your credit union everything you need to: Improve the in-branch experience Serve members faster Offer real human support—on their schedule Meet Gen Z’s need for guidance and education And reduce wait times without sacrificing service quality   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. Want to align your branch strategy with these trends? Let’s talk about how Better Lobby can help. The findings of a big new study by EPAM Systems states that FIs are overconcerned with providing personalized services – when in reality people actually want personal interactions. The report concludes that “interacting in a real-time way with another human being — that’s a service that consumers indicate they are interested in.” Their survey results back up these conclusions: •           American banking consumers expect to visit their branch more than 40 times a year going forward. •           Gen Z respondents said access to a physical branch had become more important to them in the past year, especially as Covid-19 forced branches to close temporarily. Key Takeaway: Digital services play a very important role in the modern banking landscape, but they may not be as effective as CUs think for genuinely taking care of member needs. In fact, many members are looking to their local branch as a place for more personal interactions regarding their finances.

What Branch Deserts Teach Us—and How Credit Unions Can Respond

What Branch Deserts Teach Us—and How Credit Unions Can Respond [Updated May 2025] You may have heard of “food deserts,” areas where people don’t have easy access to grocery stores. But now there’s another growing concern: branch deserts—communities where bank and credit union branches have closed, leaving residents without in-person financial services. We dive into the article from Portland Business Journal about Branch Deserts This isn’t just about convenience. It’s about fairness, opportunity, and connection. According to the National Community Reinvestment Coalition, more than 13,000 branches have closed since 2008, mostly in low- and moderate-income areas. Oregon has been hit especially hard, with Portland alone losing nearly 10% of its branches between 2017 and 2020. So what can credit unions do about it? Credit Unions Can Step In Where Banks Step Out While many large banks are shutting down branches, OnPoint Community Credit Union is doing the opposite. They opened 20 new branches in Fred Meyer stores across Oregon, with a focus on communities that had lost access. One new branch in Northeast Portland, for example, gave local residents much-needed access to financial guidance and services—without needing a car or a long commute. ✅ Lesson: Branches still matter. For many people, especially in underserved areas, in-person banking is essential—not optional. Digital Tools Are Not Enough for Everyone Many financial institutions have shifted to online-only banking. But that doesn’t work for everyone. Over 216,000 Oregonians lack broadband access. Others may not be comfortable using banking apps—or may prefer face-to-face support when dealing with money, credit, and life-changing decisions. ✅ Lesson: Digital-first doesn’t mean digital-only. Credit unions must meet members where they are, not where we assume they are. Better Lobby Helps Credit Unions Do More, With Less Expanding branches is a big step—but credit unions can also maximize their current branches using smart tools like Better Lobby: 📅 Appointment Scheduling: Let members book in-person or video meetings ahead of time. 🧍 Kiosk Check-In: Offer faster, self-guided check-in, even in small branches. ⌛ Queue Management: Reduce wait times and avoid bottlenecks, especially in high-traffic locations. 🖥️ Video Appointments: Reach rural members or branch deserts without needing a new building. You don’t need 20 new locations to make a difference. With Better Lobby, you can make each branch work smarter and serve more people. It’s About More Than Banking—It’s About Community Access to in-person banking services supports financial wellness, small business growth, and community trust. It can even improve health and food security, according to research from the World Economic Forum. OnPoint’s success shows that thoughtful branch expansion—paired with technology and service—can bring banking back to neighborhoods that have been left behind. Final Thought: Branch Deserts Teach Us The idea of branch deserts should be a call to action. Whether you’re opening new branches or improving your existing ones, the goal is the same: Make it easier for members to access real help, from real people. Better Lobby is proud to support credit unions doing just that.       The following section is the original post from January 2022. While some product names and screenshots may be outdated, we’ve kept it here for historical reference. OnPoint Community Credit Union is keenly aware of the importance of providing members and their community the option of in-person financial services. Cory Freeman, VP and Regional Manager at the Portland, OR-based CU, explains their motivations: “the issue of branch access goes beyond ease of making deposits or withdrawals – it’s also about building strong communities. Meeting with our members in person allows us to connect with them on a deeper level and fully understand their current challenges, help them set goals, and create a plan that will ultimately help them accomplish those goals.” Key Takeaway: The World Economic Forum research shows greater access to financial services makes a difference in a person’s overall well-being and CU branches are ideally suited to deliver this access.

Cost-Effectiveness of Lobby Management Systems in Credit Unions

Lobby management systems are special tools that help credit unions organize how members are served in the lobby. This technology makes sure members don’t wait too long and helps staff manage their tasks better. Think of it as a smart system that organizes the queue, so everyone knows their turn, just like taking a number at a deli but much smarter! This is about Cost-Effectiveness of Lobby Management. Why is this important for credit unions? Well, using a lobby management system can save money and make members happier because they get helped faster and more smoothly. This post will talk about how these systems not only pay for themselves over time but also make the credit union’s operations cheaper and better. Advanced Tip: For those interested in the deeper financial aspects, this system’s return on investment (ROI) can be quantified by looking at metrics such as reduced staffing costs during non-peak hours, improved member retention rates due to enhanced service quality, and decreased operational waste through streamlined processes. By using historical data from before and after the implementation, credit unions can precisely measure the impact on their bottom line.   Cost-Effectiveness of Lobby Management When a credit union decides to install a lobby management system, there are some costs to consider at first. This includes buying the software and any special equipment needed to run it, like computers or tablets. This might sound expensive, but let’s see how it actually saves money over time. Initial Setup and Operational Costs: Setting up a lobby management system involves some upfront spending. You’ll need to pay for the software, which is the brain of the system, and you might also need to buy some gadgets that help the software do its job. For example, kiosks or digital displays might be set up in the lobby for members to interact with. There might also be costs for training staff on how to use the new system efficiently. Operational Savings: Here’s where the good news comes in! Once everything is up and running, this system can help save money. First, it automates many tasks that people used to do, like organizing who’s next in line. This means you might not need as many staff on busy days because the system is helping manage the flow of members. Plus, because members are getting helped faster and feel better about the service, they’re more likely to stick with your credit union, which saves money on marketing costs to replace lost members. Advanced Tip: By automating routine tasks, lobby management systems not only reduce the physical presence required but also allow staff to focus on more complex, value-added interactions with members. This can lead to increased sales of additional services and improved cross-selling opportunities. Detailed analytics provided by these systems can further refine staffing models and operational efficiencies, turning qualitative assumptions into quantifiable data. This data-driven approach ensures that credit unions are not merely saving money but are also investing in areas that offer the highest return on engagement.   Enhancing Service Quality One of the biggest ways a lobby management system helps is by making things faster and smoother in the credit union. This means members spend less time waiting and more time getting the help they need, which makes them happier and more likely to stick around. Reduced Member Wait Times: Nobody likes to wait, especially when they have busy lives. With a lobby management system, members can see reduced wait times because the system organizes everything so efficiently. This means they get to speak to someone about their needs much quicker. Happier members are good news for the credit union because happy members usually stay members for a long time. Improved Service Delivery: Besides just reducing wait times, these systems make sure that everything runs more smoothly. For example, they can guide members to the right service point or staff member without confusion. This organization helps cut down on mistakes, like members being sent to the wrong desk or having to wait longer because of mix-ups. When members see that their credit union is organized and respectful of their time, they feel more taken care of, which boosts their overall satisfaction. Advanced Tip: While shorter wait times and smooth service are immediately noticeable to members, the subtle integration of real-time feedback mechanisms can further enhance service quality. By incorporating feedback tools directly within the lobby management system, credit unions can not only track service quality but also immediately address any member concerns. This proactive approach not only mitigates potential dissatisfaction but also demonstrates a commitment to continuous improvement, fostering deeper trust and loyalty among members.   Impact on Member Retention Keeping members happy is super important because it helps make sure they don’t leave for another credit union. A good lobby management system can play a big role in making members stick around by making their visits better and faster. Decreasing Member Churn: When members have quick and pleasant experiences every time they visit their credit union, they’re less likely to leave. Why would they go somewhere else if they’re happy with the service they’re getting? Efficient services that save time can turn a routine bank visit into a positive part of a member’s day, and that’s something they’ll want to keep coming back to. Case Studies: Let’s look at some real-life examples: See real world case studies from credit unions using better lobby Advanced Tip: In assessing the impact on member retention, credit unions can further utilize data analytics features of lobby management systems to identify specific service points or times that correlate with higher satisfaction and retention rates. By deeply analyzing this data, credit unions can not only replicate successful strategies across other branches but also customize their member engagement efforts to target at-risk members with personalized interactions or promotions, thereby preemptively addressing potential dissatisfaction and boosting retention.   Long-Term Financial Benefits Using a lobby management system can really help a credit union save money and make more money over time. Let’s

Maximizing Efficiency: How Better Lobby’s Queue Management System Reduces Wait Times

Have you ever been stuck in a long line, just waiting and waiting? It’s not fun, right? Well, credit unions face this issue too, but with their members! That’s where Better Lobby comes in. This smart system helps credit unions manage their queues (that’s a fancy word for lines), so members spend less time waiting and more time smiling. Let’s dive into how this magic happens! What is Queue Management and how a Management System Reduces Wait Times? For credit unions, keeping members happy means more than just great rates—it means respecting their time. Nobody wants to wait in a crowded lobby, unsure of when they’ll be seen. That’s where Better Lobby comes in. Our smart queue management system reduces wait times and makes branch visits smoother—for both members and staff. ⏱️ Why Wait Times Matter When members visit a branch, they usually have a specific reason: open an account, ask a question, or apply for a loan. If they’re met with long waits and unclear service flow, their experience suffers—and so does their trust. Better Lobby helps fix that. 🧠 How Our Management System Reduces Wait Times Here’s how Better Lobby streamlines your lobby and keeps things moving: ✅ Self Check-In Options Members can check in using a kiosk or their own phone with a QR code. No more standing in line at the front desk. ✅ Real-Time Queue Tracking Staff see exactly who’s waiting, how long they’ve been there, and what service they need. That means faster service and no guesswork. ✅ Online Queuing Members can get in line before they even arrive, turning travel time into wait time. ✅ Fair, Transparent Service Everyone gets served in the right order—and with wall displays, members can see their place in line. This reduces stress and improves satisfaction. 🧍 For Members: Faster Visits, Less Frustration Members feel taken care of when their time is respected. A smooth, fast experience shows that your credit union values them—and that builds long-term loyalty. 👥 For Staff: Less Stress, Better Service Your team can stay focused on helping members instead of juggling lineups or answering “How much longer?” every few minutes. It also helps with planning, so staff can prepare for busy times more effectively.   Better Lobby’s queue management system reduces wait times, boosts member satisfaction, and helps your team operate more efficiently—all with tools built specifically for credit unions. No more chaos in the lobby. Just a smooth, welcoming experience that keeps members coming back. Back to Basics: What are Queue Management Systems? Queue management is like being the conductor of an orchestra, but instead of music, you’re orchestrating people’s waiting times. Better Lobby uses technology to make this process smooth and quick. It directs members to the right service point as soon as it’s their turn. This way, everyone knows what’s happening, and there’s less confusion and waiting around. Good to Know For those keen on the details, queue management systems use algorithms to predict wait times and adjust resources dynamically. This not only optimizes the flow of people but also ensures that staff are utilized efficiently, avoiding both underuse and overloading. Real-World Examples of Success Imagine walking into a credit union and, instead of taking a number and sitting down to wait, you enter your details into a kiosk and get real-time updates on your phone about when it’s your turn. This isn’t a dream; it’s what Better Lobby does! Credit unions that have switched to this system see fewer lines and happier members. Good to Know In practical terms, systems like these can integrate with existing customer relationship management (CRM) tools, allowing not just more efficient queue management but also personalized member interactions based on the data collected. How Does It Streamline Member Service? Better Lobby’s queue management system lets staff see what’s needed in real-time. If a particular service is getting too busy, they can quickly call in extra help or redirect members to other available staff. This flexibility means that member service is always smooth and efficient. Good to Know Advanced analytics provided by such systems can help predict peak times throughout the day or week, allowing managers to plan staff schedules more effectively to meet anticipated demand. Key Takeaways about Management System Reduces Wait Times Efficiency: Better Lobby’s queue management reduces wait times significantly, making credit union services faster and more efficient. Satisfaction: With less time spent in line, members are happier and more likely to be satisfied with their credit union experience. Adaptability: Real-time adjustments and analytics ensure that service is always top-notch, regardless of how busy the day gets.   Interested in seeing how Better Lobby can transform your credit union? Contact us today for a demo and see firsthand how our queue management system can reduce wait times and boost member satisfaction. Better Lobby isn’t just about managing lines; it’s about enhancing the entire banking experience for both members and staff. By integrating smart technology into everyday operations, credit unions can ensure that they not only meet but exceed member expectations. Request a Demo  

Boost Your Member Engagement and Satisfaction with Better Lobby

As credit unions aim to provide the best possible experience for their members, it’s important to understand the changing landscape of member engagement and satisfaction. With the increasing use of technology, members expect to have access to their financial institution at their fingertips. To meet these expectations, credit unions need to adopt innovative solutions that cater to the needs of modern members. Better lobby can help Boost Your Member Engagement. Enter Better Lobby, a virtual lobby solution by Better Branches, designed specifically for credit unions. With Better Lobby’s video module, credit unions can offer their members the ability to meet with credit union staff over a video call, improving member engagement and satisfaction while also promoting retention. Gone are the days when members had to physically visit the credit union branch to get their queries resolved. With Better Lobby, members can now connect with credit union staff in real-time, from the comfort of their own homes. Whether it’s for loan applications, or answering a simple question, members can now have access to the support they need, whenever and wherever they need it. Understanding Member Engagement What is Member Engagement? In the world of credit unions, member engagement refers to how actively members interact with their credit union’s services and offerings. It’s about more than just using financial products; it involves members participating in feedback surveys, attending events, or using online banking services. High engagement levels indicate that members feel a strong connection to their credit union. Why is Member Engagement Important? Member engagement is critical because it directly influences loyalty and trust. When members are engaged, they are more likely to stay with your credit union, use more services, and recommend you to others. Engaged members typically feel they are receiving value, which builds trust. Trust, in turn, is essential for any financial institution, as it not only retains members but also attracts new ones through positive word-of-mouth. Good to Know: For those diving deeper, engagement metrics can serve as leading indicators of financial health and member satisfaction. Analyzing patterns in engagement data can help predict trends in account growth or attrition, making it a powerful tool for strategic planning. Challenges in Achieving High Member Satisfaction Common Obstacles for Credit Unions Enhancing member satisfaction is a pivotal goal for credit unions, but several obstacles can hinder this process. One of the main challenges is maintaining consistent service quality across all touchpoints, whether in-branch, online, or via mobile platforms. Another significant hurdle is effectively managing member expectations, which have grown increasingly sophisticated in the digital era. Members now expect quick, personalized, and seamless interactions every time they engage with their credit union. Shortcomings of Traditional Methods Traditional methods of member service, such as face-to-face interactions or phone-based support, often struggle to meet the rapid pace and convenience of digital services. In today’s fast-moving world, members are less willing to tolerate long wait times or slow responses. Moreover, these conventional methods typically lack the ability to gather and analyze data effectively, missing out on crucial insights that could drive improvements in service and engagement. Good to Know: In a digitally-driven market, integrating advanced analytics and feedback mechanisms can transform traditional service methods. By leveraging data, credit unions can proactively address service gaps and personalize interactions, significantly boosting satisfaction and retention rates. Training Staff to Utilize Better Lobby Importance of Staff Training Proper training is crucial when integrating any new technology, and Better Lobby is no exception. Training staff on how to effectively use the Better Lobby platform is essential for maximizing its benefits. Well-trained employees can use the platform’s features to streamline operations, improve member interactions, and ultimately enhance member satisfaction. Without adequate training, the potential of Better Lobby might not be fully realized, which could lead to inefficiencies or underutilized capabilities. Best Practices for Effective Training Sessions To ensure that your staff gets the most out of Better Lobby, it’s important to adopt best practices for training sessions: Interactive Training: Incorporate hands-on activities where employees can practice using the software in real-world scenarios. This method helps to solidify learning and build confidence. Ongoing Education: Offer refresher courses and updates whenever there are significant updates to the software or changes in operational procedures. Feedback Mechanisms: Include opportunities for staff to give feedback on the training process and the software itself, allowing you to make adjustments and improvements over time. Good to Know: For a truly effective training program, consider integrating role-specific modules that cater to the unique needs of different staff roles within your credit union. For instance, front-line employees might need intensive training on member interaction features, while IT staff may require deeper insights into system integration and security features. Tailoring training to the specific needs of different teams not only improves skill levels across the board but also enhances overall adoption and efficiency. When Members Need to Meet by Video: Schedule or Unscheduled Scheduled and Unscheduled Video Meetings Better Lobby recognizes the diverse needs of credit union members, including their preference for how and when they engage with their financial institution. To accommodate this, Better Lobby offers both scheduled and unscheduled video meeting options. This flexibility ensures that members can choose to plan ahead or seek immediate assistance based on their immediate needs. Convenience Through Flexibility With the scheduling feature, members can book appointments at times that fit their busy schedules, ensuring they receive timely financial advice without the inconvenience of waiting. This is particularly useful for planned consultations like mortgage discussions or investment planning, where preparation by both the member and the credit union staff can enhance the quality of the interaction. For more spontaneous needs, the unscheduled option allows members to request immediate support. This is crucial for urgent financial inquiries or issues that require prompt attention, providing a level of service that can significantly enhance member satisfaction. Impacts on Member Engagement and Satisfaction The ability to choose between scheduled and unscheduled video meetings can profoundly affect how members perceive their credit union. It shows a commitment

How Better Lobby Appointments Can Improve Your Member Service Strategy

In today’s competitive landscape, credit unions are continuously seeking innovative strategies to enhance member service and operational efficiency. One pivotal area that holds significant promise is appointment management. Better Lobby Appointments offers a sophisticated solution designed specifically for credit unions, aiming to transform the traditional appointment setting into a dynamic tool that boosts member satisfaction and streamlines staff workflows. This blog explores how implementing Better Lobby’s appointment system can revolutionize your member service strategy. The Importance of Effective Appointment Management Appointment scheduling is like making a promise to your members: They count on you to be ready when they arrive, and you count on them to show up on time. When this system works smoothly, everyone is happy, and your credit union thrives on efficiency and member satisfaction. Impact on Member Satisfaction Members appreciate it when their time is valued. By implementing a sophisticated appointment system like Better Lobby Appointments, your credit union can offer precise scheduling options. This means members can plan their visits around their busy lives, reducing unexpected wait times and eliminating the hassle of queueing. When members experience this kind of efficiency, it boosts their overall satisfaction and trust in your credit union. Good to Know: Member satisfaction isn’t just about comfort; it’s a direct driver of your financial institution’s net promoter score (NPS), which reflects the likelihood of your members recommending your services to others. Higher satisfaction rates can lead to increased referrals and ultimately, more business. Enhanced Resource Allocation Efficient appointment management allows your credit union to see who is coming in and what services they will need, allowing you to allocate the right resources at the right time. This not only maximizes the productivity of your staff but also ensures that members receive more personalized and timely service. It reduces bottlenecks during peak hours and minimizes downtime during slower periods by spreading appointments out throughout the day. Good to Know: Better Lobby’s analytics can help predict busy times and member traffic trends, allowing your team to prepare in advance. This strategic approach to staff scheduling and resource management can significantly cut operational costs, as you are better equipped to handle demand with optimal efficiency. By mastering appointment scheduling, your credit union can transform its service delivery model, leading to happier members and a more streamlined operation. Features of Better Lobby Appointments Better Lobby Appointments module is designed to enhance the efficiency and effectiveness of how credit unions manage their interactions with members. Here’s a deeper look at some of the key features that make this tool a must-have for any member-focused financial institution. Real-Time Scheduling This feature allows both staff and members to see and manage appointments in real-time. Members can book, reschedule, or cancel appointments using your credit union’s website or mobile app, providing them with the flexibility to manage their time effectively. Real-time updates ensure that both parties are immediately informed of any changes, reducing misunderstandings and no-shows. Good to Know: Implementing real-time scheduling can significantly reduce the administrative workload involved in manually tracking and managing appointments, making it a critical tool for optimizing operational efficiency. Automated Reminders To help ensure that members keep their appointments, Better Lobby sends automated reminders via both SMS and email. These reminders can be customized to be sent out at specific intervals before the appointment, such as a day before or an hour before, depending on what works best for your members and your operations. Good to Know: Reminder systems are proven to reduce no-show rates dramatically. By decreasing missed appointments, your credit union can optimize staff time and improve service availability for all members. Staff and Member Facing Appointment Scheduling Better Lobby allows for a dual-facing approach to appointment scheduling: Staff-Facing: Your team can book appointments on behalf of members, offering a personal touch, especially when members are in-branch or calling in. Member-Facing: Members have the autonomy to book their appointments directly through digital platforms like your website or app, which is essential for catering to the digital-first preferences of many modern consumers. Good to Know: Offering both staff and member-facing scheduling options caters to a broader range of member preferences, enhancing overall satisfaction. Customization Options One of the standout features of Better Lobby Appointments is the ability to customize how staff are presented to members during the booking process. You can choose to: Show staff names and photos to personalize the experience. Hide staff details for privacy or security reasons. Use generic titles or roles, such as MSR, notary, or loan officer, which can simplify the booking process for members seeking specific services. Good to Know: Customizing the presentation of staff can help in managing member expectations and can also be used strategically to highlight the expertise available at your credit union, enhancing the perceived value of your services. By leveraging these advanced features, Better Lobby Appointments can transform how your credit union schedules and manages member interactions, leading to increased satisfaction and operational efficiency. Benefits for Credit Unions Better Lobby Appointments module brings a multitude of benefits to credit unions, directly impacting both operational efficiency and member satisfaction. Here’s how integrating this system can transform your credit union’s interaction with members: Reduced No-Shows Missed appointments can disrupt daily schedules and lead to lost productivity. However, with Better Lobby’s automated reminder system, your credit union can significantly reduce the incidence of no-shows. These reminders notify members of their upcoming appointments via email or SMS, giving them ample opportunity to cancel or reschedule if necessary. Good to Know: Statistics show that appointment reminders can reduce no-shows by up to 75%. For credit unions, this means fewer gaps in schedules and more efficient use of resources. Enhanced Member Experience One of the key goals of any credit union is to enhance member satisfaction and loyalty, and convenient scheduling is a big part of this. Better Lobby Appointments allows members to book, reschedule, or cancel appointments at their convenience, providing a seamless interaction that respects their time and needs. This convenience can significantly boost how

How Better Lobby Drives Strategic Decisions for Credit Union CEOs

In the dynamic world of financial services, Credit Union CEOs are constantly seeking innovative ways to enhance operational efficiency, improve member satisfaction, and ensure compliance with regulatory standards. Enter Better Lobby—a sophisticated tool designed specifically for credit unions to streamline operations and enhance strategic decision-making. Better Lobby Drives Strategic Decisions, helping your credit union. This blog post delves into how Better Lobby equips CEOs with the insights and tools necessary to make informed, strategic decisions that propel their institutions forward.   Real-Time Data Access Understanding Real-Time Data Access Real-time data access is about getting the latest information right when it happens. Imagine you’re watching a sports game and seeing the score change the moment a goal is scored, rather than hearing about it the next day. For credit union CEOs, this means seeing what’s happening at their branches this very second—not last week or yesterday. Better Lobby’s system shows up-to-the-minute data on everything from member check-ins to service completion times. This immediate insight allows leaders to see how busy branches are, what services are being used most, and how quickly staff are handling requests. Impact on Decision-Making With real-time data, decisions can be made swiftly and more accurately. If a branch suddenly gets busy, a CEO can immediately decide to reallocate staff or resources to handle the increase in member traffic. This kind of quick thinking can greatly improve member satisfaction as it reduces wait times and enhances the overall service experience. Good to Know: Advanced Analytics (For those with a keen interest in data depth) While real-time data is invaluable for immediate decisions, Better Lobby also offers advanced analytical tools that allow for deeper insight. These tools can analyze trends over time, predicting future busy periods, and even identify potential areas for service improvement. This predictive capability is crucial for strategic planning, helping CEOs not only react to current conditions but also proactively prepare for future challenges and opportunities. Enhanced Member Insights Understanding Member Behaviors and Preferences Better Lobby’s analytics tools dive deep into the sea of member data, pulling up valuable treasures about what members like, what they don’t, and how they interact with your services. Just like a detective pieces together clues to solve a mystery, Better Lobby helps credit union CEOs understand the patterns and preferences of their members. This knowledge is critical because it tells you not just what your members are doing but gives clues on why they do it. For instance, if you notice a surge in auto loan inquiries every spring, you could prepare better offers or staff training around that time to capture more business and provide better service. Guiding Product Development and Marketing Knowing what your members want and need can significantly influence both the products you offer and how you market them. For example, if Better Lobby’s data shows a high demand for digital banking among younger members, a credit union could focus on enhancing its mobile banking app and tailoring marketing messages to highlight these features. This tailored approach ensures that products and services resonate more effectively with members’ needs, increasing uptake and satisfaction. Good to Know: Targeted Marketing Strategies (For those who appreciate the nuance in data application) Advanced segmentation capabilities in Better Lobby allow credit unions to not only understand broad member behaviors but also to segment these behaviors by demographics, transaction types, or other custom categories. This ability to segment can inform highly targeted marketing campaigns. For instance, if analytics reveal that members aged 30-40 are most likely to take out home loans, marketing efforts can be specifically designed and directed at this group, potentially increasing the success rate of these campaigns.   Streamlined Operations Optimizing Branch Workflow Better Lobby simplifies how credit unions manage the flow of members through their branches. By efficiently organizing queue management and appointment scheduling, it ensures that members spend less time waiting and more time engaging with services that matter. This efficiency isn’t just about speed; it’s about making each interaction as productive and pleasant as possible. For example, the appointment scheduling feature allows members to book their visits at times convenient for them, which helps distribute member traffic evenly throughout the day. This reduces peak-time congestion and improves the overall member experience. Reducing Operational Costs Streamlined operations translate directly into cost savings. With Better Lobby, your staff can manage more members with fewer resources, reducing the need for overtime costs and allowing you to allocate staff more effectively. Moreover, by predicting busy times and managing member flow, you can optimize staffing schedules to ensure that you have just the right amount of resources at the right times, avoiding both under and over-staffing. Good to Know: Resource Optimization (For those who delve deeper into operational strategy) Beyond immediate operational efficiencies, Better Lobby’s data can be used for strategic planning. The insights gathered from daily operations can inform decisions about branch layouts, the need for additional service counters, or even the potential benefits of opening new branch locations based on member traffic and service uptake. This kind of strategic use of operational data can significantly enhance long-term planning and resource allocation, ensuring that credit unions are not only managing their current operations efficiently but are also well-prepared for future growth and expansion.   Improved Member Satisfaction Personalizing the Member Experience Better Lobby plays a crucial role in elevating the member experience by personalizing interactions and minimizing wait times. When members visit your branches, they are greeted not just by a friendly face but also by a system designed to serve them efficiently and effectively. The software tracks member preferences and history, allowing staff to tailor their approach to each individual’s needs. For instance, if a member consistently inquires about loan options or savings plans, Better Lobby can prompt your staff with this information ahead of the meeting. This not only makes members feel valued but also increases the likelihood of satisfying their financial needs quickly. Driving Credit Union Growth A satisfied member is more likely to return and use

Elevating Member Satisfaction: How Better Lobby Empowers Credit Unions

In today’s competitive financial landscape, credit unions face the ongoing challenge of not only attracting new members but also ensuring the satisfaction and loyalty of existing ones. As institutions built on the principles of community and member-centricity, credit unions have a unique opportunity to leverage innovative solutions like Better Lobby to Elevating Member Satisfaction and drive long-term success. Understanding Member Needs: The Foundation of Credit Union Success At the heart of every credit union’s mission is a commitment to meeting the diverse needs of its members. From providing affordable financial products to offering personalized service, credit unions strive to create a banking experience that prioritizes the well-being of their members above all else. Elevating Member Satisfaction with Better Lobby In the competitive landscape of financial services, member engagement is paramount for credit unions seeking to differentiate themselves. Better Lobby emerges as a transformative tool in this pursuit, revolutionizing the member experience within credit union branches. By seamlessly integrating with existing systems, Better Lobby streamlines lobby management processes, allowing credit unions to allocate resources more efficiently and optimize staff productivity. Through its intuitive interface and robust features, Better Lobby empowers credit unions to deliver personalized service experiences that resonate deeply with members, fostering stronger relationships and increasing member satisfaction.   Simplifying Appointment Scheduling for Seamless Member Experiences In today’s fast-paced world, convenience is key. Better Lobby recognizes this imperative by simplifying appointment scheduling for credit union members. No longer constrained by traditional appointment-setting methods, members can easily book appointments online at their convenience, eliminating the need to wait in line or navigate complex scheduling systems. With Better Lobby, members have the flexibility to choose the time and location that best suits their needs, ensuring that their banking requirements are met with efficiency and ease. This seamless scheduling process not only enhances member satisfaction but also reinforces the credit union’s commitment to delivering exceptional service experiences tailored to the modern member’s lifestyle.   Enhancing Staff Efficiency and Elevating Member Satisfaction At the core of every successful credit union lies a dedicated team committed to delivering exceptional service. Better Lobby plays a pivotal role in empowering credit union staff to excel in their roles while simultaneously elevating member satisfaction to new heights. By equipping staff with real-time insights and intuitive tools, Better Lobby enables branches to operate with unparalleled efficiency, minimizing wait times and maximizing staff productivity. Through Better Lobby’s comprehensive dashboard, staff gain invaluable insights into appointment schedules, member preferences, and branch performance metrics. Armed with this actionable data, staff can proactively manage appointments, allocate resources effectively, and anticipate member needs, ensuring a seamless and personalized service experience. Moreover, Better Lobby facilitates seamless communication between staff and members, enabling staff to provide timely updates, address inquiries promptly, and offer tailored recommendations. This enhanced level of engagement fosters stronger connections between staff and members, instilling a sense of trust and loyalty that transcends transactional interactions. By streamlining operations and optimizing staff workflows, Better Lobby enables credit unions to deliver on their promise of exceptional service, driving member satisfaction and loyalty. As branches operate more efficiently and effectively, members enjoy shorter wait times, personalized attention, and a banking experience that exceeds expectations. You need to communicate: Why Joining a Credit Union is a Smart Financial Decision to current and potential members. Joining a credit union offers numerous advantages, including lower fees, competitive loan rates, and a strong sense of community. By choosing a credit union, members become part of an institution that prioritizes their financial well-being and values their individual needs. Embracing Innovation for Member-Centric Success In an era where digital convenience reigns supreme, credit unions must embrace innovation to remain relevant and competitive. Better Lobby represents a significant step forward in this journey, providing credit unions with the tools they need to deliver exceptional service and exceed member expectations. In conclusion, Better Lobby by Better Branches Technology empowers credit unions to enhance member satisfaction, streamline branch operations, and build stronger, more meaningful relationships with their members. By embracing innovation and putting the needs of members first, credit unions can unlock new opportunities for growth and success in the ever-evolving financial landscape.

Branch Formats Evolve

Branches remain the dominant channel for opening new accounts or applying for loans, according to research from Big 4 accounting firm Deloitte. Plus as a first human point of contact, the branch carries a tremendous amount of weight in trust, reputation and brand building, their report states. Branches continue to transition away from transactions and focus on advice, guidance, problem resolution and good old fashioned face-to-face service delivered by knowledgeable staff. Many credit unions are finding that the best way to provide access to their banking experts is by appointment scheduling. Key Takeaway: Branch formats continue to evolve for many CUs, and more often than not this evolution centers around offering convenient appointments to busy members.

Redefine the Branch Experience

Research continues to show that most Americans still prefer branches for more complex financial needs and advice. The consensus among industry observers is that branches must quickly transition away from transactions to become centers of advice and sales. In order to make this transition, your branch staff will need the latest technology and tools that will empower them to better engage with members. One tool that helps deliver higher levels of service is texting. Americans of all ages enjoy and use texting on a daily basis for quick communication. We have developed texting tools that your members will appreciate, e.g., Text Me When I am Soon to be Served; Parking Lot Check-in via text; and Notify Now that permits your staff to text waiting visitors that it is their turn for service. Key Takeaway: Redefining the branch experience demands innovative software. This is our reason for being: providing innovative, affordable software solutions that help CUs deliver the highest standard of service.

Delivering Relationships

Well known financial consultant Dave Martin recently noted in one of his articles that “as banking increases self-service technology, our face-to-face interactions may become less frequent. Each one, however, becomes more important, not less.” One excellent way to ensure that each face-to-face interaction is meaningful is to allow your members to schedule appointments – either in-person or via video. Appointments ensure that your staff is properly prepared for the meeting in advance. Plus notifications – either email or text or both – remind your members to bring the necessary paperwork to the meeting which helps ensure that the meeting is successful on the very first visit. Key Takeaway: Appointments can play a key role in helping in boosting member satisfaction levels.

Data Driven Branches

Many financial industry observers contend that branch networks must adopt a data-driven methodology if they expect to stay agile enough to maintain and build market share. Without a doubt, the need for analytics is greater now than it ever has been. There are a wide variety of branch visitor metrics that are important to senior CU managers. Here are a few: Reason for visit Wait time Service time Other products/services discussed during visit A robust visitor management system can greatly improve access to visitor metrics like the four essential ones listed above, while simultaneously increasing management’s “span of control.” Key Takeaway: The human-powered branch is not going away. CU managers must be able to granularly capture analytics about both walk-in and appointment branch visits, and then act on those metrics in order to effectively manage their branch networks.

No Insignificant Branch Visit

Long time financial industry consultant Dave Martin recently published an article where he noted that “there is no such thing as an insignificant branch visit any longer. Providing excellent service in our branches has always mattered. In many ways, it has never mattered more.” Very timely post-pandemic observations for CUs to consider as they re-open their lobbies. Your members have missed face to face service and now is the time to make sure that you welcome them back as best that you can. This means making it easy for members to: Schedule appointments Check-in with kiosks See their place in line with a wall display Place their name in the queue remotely Notify branch staff that they are waiting in the parking lothttps://www.betterbranches.com/wall-display.html Key Takeaway: We are here to help you implement each of the items above, and help ensure that every branch visit is positive and productive for your visitors.

Branch Makeover Post-Pandemic

Despite the fact that Americans have learned to function without full branches for months during the pandemic, “customers still want to use branches,” says Robert Meara, a senior analyst at Celent. The evolution of branch usage post-COVID is essentially the same as before the pandemic closed lobbies: less transactions and more person-to-person advice. One key difference is that the person-to-person portion now may involve a video meeting. These video consultations can take two forms: 1) use of video-conferencing kiosks or conference rooms located inside branches so that members can talk to financial specialists not based in that particular branch, or 2) remote video from a member’s phone, laptop, tablet or PC. These video meetings can also occur in two ways: 1) unscheduled or 2) via an appointment. Key Takeaway: Our Flexible Branches Video Meetings module easily handles any combination of the above mentioned video scenarios – with no software to download – at a very affordable price point.

CUs and Travel Agencies

In the early 1980s when booking travel was an in-person experience, travel agencies in the U.S. peaked at around 20,000. Today there are around 10,000 travel agencies in America. What lesson can CUs learn from this dramatic change? Perhaps the biggest one is that these surviving travel agencies have been successful because they are focused on providing services where advice, expertise, and complexity management command a premium. Just as members often self-book their flights, hotels and car rentals, many often handle basic financial transactions online or on their mobile devices. CU branches are increasingly reserved for delivering that human touch that so many people crave when it comes to seeking financial advice, expertise, and complexity management. Key Takeaway: Now is the time to repurpose your branches to make them easy for your members to come to hold important financial conversations. Appointments and online queueing are key components in efficiently enabling this new consultative, non-transaction branch paradigm.

The Future of Video Banking

Greg McBride, chief financial analyst at Bankrate.com, says the shift from brick-and-mortar to digital banking channels will help spur more widespread adoption of video banking platforms. Many analysts agree with him and are convinced that video banking will become commonplace for many reasons, but one compelling reason is that some problems can simply be easier to resolve if two people can see each other and share screens. According to McBride, consumers who tend to prefer branches will have the greatest propensity to use video banking platforms, although users in digital- and self-service channels will also leverage video chat if/when they get stuck. Key Takeaway: Many observers predict that video will play an important role in many CUs’ channel delivery plans in the months and years ahead. Our real world experience has already shown that this is not an idle prediction – we have seen rapid adoption of our Flexible Branches video meeting module in 2021.

Working for the “good guys”

Todd Sheffield, CEO of Santa Rosa, CA-based Community First Credit Union, is retiring after 33 years of working for CUs. Under his leadership, Sheffield has helped grow Community First’s assets from $91 million in 2001 to its current $664 million. Some innovations that were implemented under his tenure include: a zero-fee loan to 4-H students; a starter savings account that pays up to 7.07{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} annually for those under 18 years of age; a checking account that pays interest; and waiving more than $50,000 a month in common fees, such as “rush” payments over the phone or inactivity of an account or card, during pandemic times. Todd summarizes why he got into the credit union movement decades ago: “I thought they were the good guys in the financial world.” Key Takeaway: Like Todd, we are proud to singularly serve the “good guys in the financial world” as a CU-only vendor. We value Community First as a Better Lobby client and wish Todd only the best in his retirement.

CU Branch Expansion Strategies Shared

NAFCU’s recent Economic & CU Monitor report includes insights into how the pandemic has affected credit unions’ branch operations, as well as member trends related to using online and mobile banking options. Compared to a 2013 NAFCU survey that revealed only 18{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of credit union members used mobile devices to access their accounts, respondents in the most recent survey said 50{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of members use their CU’s mobile app. On the branch side of member access, the survey revealed that: 39{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of survey CU executive respondents said they plan to expand their branch network over the next two years 43{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} plan to maintain their current setup  Key Takeaway: Credit unions across the board remain bullish on providing face to face member service in their branch networks.

Redefining Member Engagement: Banking Should be Personal

In the realm of financial services, the personal touch remains a cornerstone of the member experience. As Garret Reich, Editorial Associate with The Financial Brand, aptly articulates, “Few topics are as intimate, intimidating, and important to people as money.” This sentiment underscores the enduring appeal of face-to-face interactions within credit union branches. In an era dominated by automated systems and impersonal transactions, the branch serves as a sanctuary for meaningful connections. Members cherish the opportunity to engage with a real, live human—a service representative who can address their financial concerns with empathy and expertise. The shift in terminology—from “teller” to “service rep”—is indicative of a broader transformation within the banking landscape. Branches are no longer mere transaction hubs; they are evolving into service centers, prioritizing higher-value interactions over routine transactions that are better suited for digital channels. As we navigate the post-pandemic landscape, the role of branches continues to evolve. Personal appointments, tailored to the member’s schedule and preferences, emerge as the preferred mode of engagement. This personalized approach not only enhances the member experience but also ensures that their needs are met with precision and care. Expanding Branch Capabilities with Better Lobby In response to the evolving demands of modern banking, credit unions are turning to innovative solutions to enhance their branch operations. Better Branches Technology recognizes this shift and is proud to introduce Better Lobby—an advanced software platform designed to revolutionize the way credit unions serve members in their branches. Better Lobby goes beyond traditional lobby management systems, offering a comprehensive suite of features tailored to meet the unique needs of credit unions. From appointment scheduling and member check-in to real-time staff tracking and performance analytics, Better Lobby empowers credit unions to deliver exceptional service while optimizing branch efficiency. One of the standout features of Better Lobby is its seamless integration with existing credit union systems, ensuring a smooth transition and minimal disruption to daily operations. Whether credit unions are looking to streamline their lobby management processes, improve member engagement, or maximize staff productivity, Better Lobby provides the tools needed to achieve these goals and more. By harnessing the power of Better Lobby, credit unions can transform their branches into dynamic hubs of member interaction, where personalized service and convenience are paramount. As the banking landscape continues to evolve, Better Branches Technology remains committed to empowering credit unions with cutting-edge solutions that drive success in the digital age.   Key Takeaway: Embrace the changing face of branch banking. By prioritizing personalized interactions and leveraging technology to streamline operations, credit unions can elevate the member experience and strengthen relationships in the digital age. Your branches will most likely look quite different post-pandemic, and increasingly the best way to serve members in the branch will be via personal appointments scheduled at the member’s convenience.

Silicon Valley in Mayberry

Some observers are pointing out that there is really no need to engage in any “digital versus branch” debates. Members want to trust that you can meet them wherever they are: in the branch, at home or on the go. It is all about convenience and what is the most appropriate way to handle each member’s particular issue. Online and mobile banking are well suited to basic transactions, while video and face to face are often preferred for financial advice and more complicated issues. Key takeaway: We have long recognized that members want both digital and branch options, so our solutions are designed to strike a balance between the personal interaction that is important to your members, while also providing digital options that many members desire.

Scheduling Appointments Will Become the ‘New Normal’ in Banking

A recent Financial Brand article highlighted several quantifiable benefits that appointments offer credit unions in addition to helping promote safety: Appointment scheduling produces new account growth Appointment scheduling improves access – members can better plan their day, and branch staff can more carefully meter lobby traffic Appointment scheduling can improve Net Promoter Scores Without a doubt, appointments provide for stronger member engagement and have quantifiable ROI. Key takeaway: COVID-19 has accelerated the use of appointments, but their acceptance and usage are sure to continue post-pandemic.

Path Forward Involves Blending Digital and Physical

2020 has been challenging for everyone, but what it has revealed is that members want a blend of physical and digital service from their credit union. Amit Aggarwal, Managing Director of Digital Solutions at J.D. Power, put it very succinctly in a recent Financial Brand article: “An effective path forward lies not in segmenting digital and physical customers, but in developing a holistic approach to integrating and expanding customer relationships across engagement channels — including those that have been temporarily de-emphasized.” Trust is key – members want to know that you can meet with them in the branch, at home or on the go. Key Takeaway: One of our biggest goals is delivering solutions that help CUs strike a balance between the personal interactions that are important to members, and the video and digital service that many members desire.

Michigan CU Reaps Rewards from Keeping Lobbies Open

Michigan First CU has kept all of its 30 offices open during the pandemic and was rewarded with record business results, according to CEO Michael Poulos in a recent CUToday article. The $1.3-billion CU actually enjoyed the highest number of new accounts during a recent four month-period. The CU committed to rigid CDC safety standards and has also relied on appointments. According to Poulos, “we did ask members for their help. We asked them if they had to speak with one of our team that they try to schedule the appointment, which helped with addressing traffic in the branches and just doing business.” Key Takeaway: Branch appointments provide a convenient and welcomed alternative for members who do not want to wait in your lobbies.

CUNA’s Michlig talks evolution of branches post-pandemic

CUNA Chief Engagement Officer spoke to Forbes recently about what the coronavirus pandemic means for branch traffic and he pointed out that “there’s always been a desire for credit unions to continue to have that in-person presence.” He suggests that branches post-pandemic will be used more for consultations with staff members as well as financial well-being programming. Both of these reasons for branch visits are perfectly suited to appointments. Members appreciate the convenience of setting an appointment to speak with an expert at their local CU branch, especially considering the financial stresses that are occurring for many families during the ongoing pandemic. Key Takeaway: Appointments are quickly becoming the norm for CU visits not only due to COVID, but because they are a boon to member service quality, as well as branch sales.

Revolutionizing Credit Union Branches: Post-COVID Branch Technology Trends

In a recent insightful piece featured in the Financial Brand, James Caliendo, CEO at PWCampbell, emphasized the critical role of embracing fresh branch technology approaches for the future prosperity of financial institutions (FIs) post-pandemic. Caliendo advocated for the expansion of branch technology offerings to include innovative tools such as interactive kiosks, iPad integration, digital marketing screens, and video conferencing—a sentiment we wholeheartedly support. From the COVID-19 pandemic, credit unions have had to navigate uncertainties and adapt to the new environment. Technology like the lobby management solution of Better Lobby have enabled credit unions to adapt during and after the COVID-19 pandemic. Credit unions are mission-first institutions that members and their local community rely on, include small business, the backbone of economies.  Empowering Small Businesses: The Credit Union Difference Credit unions are not just another financial institution—they are pillars of support for local communities and small businesses alike. Unlike traditional banks, credit unions operate as member-owned cooperatives, prioritizing the needs of their members and the communities they serve above profits. This unique structure enables credit unions to offer a range of tailored financial products and services specifically designed to support the growth and success of small businesses. 1. Access to Affordable Financing Credit unions understand the challenges that small businesses face when seeking financing. That’s why they offer competitive loan rates, flexible terms, and personalized lending solutions to help small businesses access the capital they need to thrive. Whether it’s a business loan, line of credit, or equipment financing, credit unions work closely with small business owners to find the right financial solution to meet their unique needs. 2. Personalized Relationship Banking One of the key advantages of banking with a credit union is the personalized service and relationship-focused approach they offer. Unlike large banks, credit unions take the time to get to know their members and understand their businesses. This personalized approach enables credit unions to provide tailored financial advice, support, and guidance to small business owners, helping them make informed decisions and achieve their goals. 3. Business Support Services In addition to financial products and services, credit unions often offer a range of business support services to help small businesses succeed. From business checking accounts and merchant services to payroll processing and cash management solutions, credit unions provide the tools and resources small businesses need to manage their finances more effectively and efficiently. 4. Community Impact Beyond their role in providing financial services, credit unions are deeply committed to supporting the communities they serve. By banking with a credit union, small businesses can feel confident knowing that their deposits are reinvested back into the local community through loans to other members and community development initiatives. This creates a cycle of support that strengthens the local economy and fosters growth and prosperity for all. Supporting Small Businesses, Building Stronger Communities In conclusion, credit unions play a vital role in supporting the growth and success of small businesses. With their focus on personalized service, competitive financing options, and commitment to community impact, credit unions are uniquely positioned to help small businesses thrive. By partnering with a credit union, small business owners can access the resources, support, and expertise they need to achieve their goals and build a brighter future for themselves and their communities. Meeting the Demands of Tomorrow with Better Lobby At Better Branches Technology, we have taken Caliendo’s recommendations to heart and have meticulously addressed each area with our Better Lobby modules, ensuring credit unions are equipped with cutting-edge solutions to thrive in the evolving banking landscape. 1. Interactive Kiosks & iPad Integration (Better Lobby Kiosk) Our Better Lobby Kiosk module redefines member engagement within credit union branches. By seamlessly integrating interactive kiosks and iPad functionalities, credit unions can offer members self-service options, empowering them to complete transactions, access information, and engage with personalized content at their own pace. From account inquiries to appointment scheduling, BL Kiosk 5 enhances branch efficiency while delivering a tailored experience that resonates with members. 2. Digital Marketing Screens (Better Lobby Wall Display) The Better Lobby Wall Display module transforms traditional branch environments into dynamic, interactive spaces. With eye-catching digital marketing screens, credit unions can captivate members’ attention with targeted messaging, promotional offers, and educational content. By leveraging the power of visual communication, BL Wall Display enhances brand visibility, drives product awareness, and fosters deeper connections with members, ultimately driving engagement and loyalty. 3. Video Conferencing (Better Lobby Flexible Branches Video) In today’s digital age, the ability to connect with members remotely is more important than ever. Our Better Lobby Flexible Branches Video module empowers credit unions to offer virtual banking services through seamless video conferencing capabilities. Whether members seek financial advice, assistance with complex transactions, or personalized consultations, BL Flexible Branches enables credit unions to deliver the same level of personalized service virtually as they do in-branch, fostering trust and convenience while expanding access to financial services. Key Takeaway: Enhancing the Member Experience through Technology While technology will never replace the value of face-to-face branch interactions, its role in enhancing the overall member experience cannot be overstated. By embracing innovative solutions like Better Lobby, credit unions can position themselves at the forefront of member-centric banking, driving satisfaction, loyalty, and long-term success in the post-pandemic era.

Parking Lot Check-in Proves Popular

We have been getting very positive feedback on our new Parking Lot Check-in feature which is a simple and easy to use feature that conveniently checks-in members from the safety of their cars. It is not that surprising  because this latest addition to our Better Lobby Online Queuing module was developed as a direct result of CU client feedback With lobby traffic limited in many areas of the country, CUs are looking for ways to remain efficient while simultaneously creating a safe environment for their branch visitors. Online Queuing and Parking Lot Check-in are ideally suited to achieving these goals. Key Takeaway: The benefits of this Parking Lot Check-in functionality are numerous not only when social distancing measures are in place, but we feel that they will continue to resonate with members long after the COVID-19 pandemic passes.

Parking Lot Check-in Now Available

After implementing our Online Queuing module (software which enables branch visitors to place their name in the Better Lobby Main Service Queue – for walk-in service – before arriving at the branch) at various CUs across the US, we received feedback from our CU partners that they really wanted their members to be able to “announce” their arrival in the branch parking lot via a text message. Our developers responded quickly and we are proud to announce the release of our new Parking Lot Check-in feature. Once members have queued online, they receive a TEXT message with a “check-in” link that can be used when they arrive at the branch parking lot. It’s a simple and easy to use feature that conveniently checks-in members from the safety of their cars. Key Takeaway: By allowing members to wait in their cars, credit unions will be putting both their members and their employees at ease.

Branch Visits Remain In Demand

In a recent poll conducted by Boston Consulting Group, just 3{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of Americans said they would stop using branch banking altogether in response to the coronavirus pandemic. With demand for branch banking continuing, CUs will have to rethink how they handle in-person visits. One way to safely and effectively handle lobby visitors is by using our new “Text me when I’m soon to be served” feature in Better Lobby. Busy branch visitors who check in using Kiosk 5 can now receive a text when they are near the top of the service queue, thereby allowing them to wait for branch service wherever they like. Key Takeaway: As branch traffic ramps up, Better Lobby Kiosk 5 provides excellent options for implementing social distancing for visitors.

The Branch Experience

According to a recent report from research firm Celent, “when it comes to quick questions, the call center beats text messaging, chatbots or social media. But for longer conversations on financial advice, new account or loan applications, and other key life transitions, customers across all age groups still prefer in-person interaction.” They conclude that financial institutions “should invest in making their branch experiences more seamless and powerful.” Key Takeaway: Despite overwhelming satisfaction with mobile/online banking tools, along with increased digital channel adoption levels during the pandemic, many members still have a strong desire for in-person service. We can help you make these branch experiences more seamless and productive via our appointment scheduling and online queuing tools.

Appointments More Important Than Ever Post-COVID

Coronavirus has not eliminated members’ need to transact or finalize complex financial arrangements in the branch. Nor has it lessened member desire to speak with CU employees face to face about financial products and services. In a recent PYMNTS article, the author concluded that: “In-branch banking will exist long after the pandemic has abated, but it may shift from what consumers were used to seeing.” This shift will certainly see the current surge in online and mobile transactions continue. Simultaneously, it will also include increased demand for appointments for opening new accounts, financial advice and face to face problem solving. Appointments represent a win-win for CU staff and members: they can be granularly scheduled to limit lobby traffic and thereby comply with social distancing requirements.  Key Takeaway: Now, more than ever, is the time to allow your members to book appointments with your CU.

CUs excel at Personalized Service

The 2019 Retail Banking Report from Bain & Co. found that community FIs were experiencing ‘rampant’ leakage of accountholders to BigTech, Fintech and specialist start-ups. These companies often offer robust mobile apps and full featured websites that appeal to digital consumers. Yet survey after survey shows that all demographics – even so-called digital natives – still visit branches anywhere from monthly to at least quarterly on average. Some research even reveals that credit union members desire more personalization and in-person interaction at the branch than bank customers do. Why is this the case? Of course, people want to feel like they have physical access to their money, but more importantly they seek face-to-face financial guidance and personalized assistance that digital channels cannot provide. Personalized assistance is where CUs have always shined – members can count on their CU to deliver friendly service and consultative advice. Key Takeaway: In these difficult times, people are trying to maintain some degree of normality. Keeping your lobbies safely open, perhaps by appointment only as quite a few CUs and other organizations are doing, is one way your CU can continue to provide personalized service in a familiar environment.

Improve the experience and safety of your lobby visitors

Personal finances need constant attention, especially when disaster hits. In difficult times, many people want face-to-face advice which is why many CUs are finding creative and safe ways to keep their lobbies open. Here are some ways that we help CUs accomplish this goal: Appointments – Many FIs and other organizations are currently switching to appointment-only branch visits. Online Queuing – Online queuing addresses lobby waiting issues by empowering your members to queue in advance or avoid queues altogether. “Text me when I’m soon to be served” – With this new feature in Better Lobby, visitors are free to wait for branch service wherever they like and know that they will receive a text when they are soon to be served. Key Takeaway: Branches have always provided the most personalized way to deliver service, information, and counseling. When everyday life is disrupted unexpectedly, face-to-face branch visits become even more critical in positioning your CU as a trusted advisor.

Branches and Digital Enablement

In Deloitte’s 2019 Banking Industry Outlook report, the “Big Four” accounting firm notes that “the importance of the branch in attracting and retaining customers, contrary to conventional wisdom, should remain…branches will continue to have value, especially with greater digital enablement.” And their global consumer survey backs up this prediction – it showed that respondents were likely to increase branch use if the following features are offered: Extended service hours through virtual remote services with a representative 36{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} Digital screen self-service with representative help if needed 34{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} Ability to schedule a personal appointment for a virtual video meeting with a representative 31{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} Key Takeaway: Of course, this 2019 poll was taken before the current pandemic, so one can only imagine that these percentages have risen. Whether your members need to meet with a product specialist or a contact center agent, appointments improve the efficiency and personalization of both face-to-face and virtual interactions.

The Branch is Still a Rock

In a recent timely article, long time banking consultant Dave Martin offered some insightful observations on the value of branches: “Our branch employees will have numerous opportunities over the next few months to strengthen relationships and build customer loyalty like few other times in history.” “There will be many customers dealing with unplanned issues and concerns caused by an economic disruption, and in anxious times folks are drawn to positive, empathetic, and helpful people.” He concludes that: “In trying times, branches are the rocks of many folks’ banking relationships.” Key Takeaway: At Better Branches Technology, we are fully committed to helping credit unions be that rock for their members. We have numerous solutions that can help CUs keep their lobbies open while safely and efficiently serving members.

Streamlining Your Branch Operations

Two major prerequisites for streamlining branch operations are measurement and analysis. There is an old – but true – saying: You can only manage what you measure. As Kerim Tumay of Kiran Analytics recently pointed out in a recent article: “In order to improve operational efficiency, you need to have an unbiased, detailed view of customer arrivals, wait times, and branch workflows, as well as how associates are spending their time on both serving customers and completing non-customer-facing activities.” Key Takeaway: One of the easiest and best ways to streamline your members’ lobby experience is to introduce a robust visitor management system. Better Lobby captures a variety of metrics that are important to management – in short, it measures “hard to measure” metrics that help your CU improve sales and member service, while lowering overall cost-of-service.

Visit History Link

The Better Lobby Visit History Link provides CU staff with fast and easy access to past member visit information enabling them to better serve the member on the current visit. Member’s Visit History ReportPressing the “Visit History” link pops the report below, showing the member’s past branch visits in chronological order.

Transforming Branches into Advice Centers

As branch transactions continue to decline, the expectation of many in the industry is that the role of the still large number of credit union branches will shift to an advisory function. One of the pillars of good advice is knowing exactly why the member has visited your branches in the past – their visit history. Of course, this knowledge can be obtained via expensive and complicated CRM systems, but we feel that we offer a much easier and affordable solution as part of our Better Lobby platform: our Visit History link which provides a complete visit history for the individual being served with just a single mouse click! Key Takeaway: the Visit History feature helps deepen relationships by demonstrating a knowledge of the member’s history and needs, and that the CU is in “command” of member information.

What Matters Most When Selecting a New FI

Surprisingly, even among younger consumers, digital and mobile banking is not one of the top-three reasons for selecting a new FI. A study completed in October 2019 by Market Street Research for the New England Financial Marketing Association found that top 2 factors in choosing a new FI were: Fees Convenient branches It has never been more important than now to make it easy to open new accounts, and accepting appointments helps deliver a more streamlined and convenient branch service experience to both new and existing members. Key Takeaway: Convenient branches continues to come out near the top in study after study of all demographics when it comes to selecting an FI.

Branches as Sales Generators

According to research by McKinsey & Company, while 60 percent of banking consumers use digital channels, online banking only generates 25 percent of sales. Their conclusion: Branches remain relevant, particularly for new accounts and product sales efforts. Our CU clients have found that our Appointment Scheduler helps increase branch sales success by reminding visitors to bring the information necessary to the meeting, while providing staff the opportunity to prepare for the meeting in advance. The bottom line is that appointments positively impact branch sales. Key Takeaway: the branch remains a mainstay of account openings and sales efforts as well as a key component for long-term member relationship building.

Cutting Edge Kiosk Features

We are excited about the latest enhancements to our Better Lobby Kiosk that are now available in Version 5.0. It includes some valuable new features: •          Text Me When I’m Soon to be Served – optional text feature available to advise visitors when they are near the top of the service queue. •          Text Me an Appointment Link – this kiosk link makes it easy for visitors at busy branches to open the Mobile Appointment Booking Tool on their mobile device. •          Support for Online Queuing. Key Takeaway: This provides a way for credit unions to leverage SMS technology to enhance the member experience, while building another bridge from the digital channel to the branch.

A First in the CU Marketplace: Online Queuing

We are very pleased to provide a new, brand enhancing, technology to CUs: Online Queuing 1.0. This module builds another important bridge from your digital channel to your branch network by letting members join a branch queue before leaving home. Of course, the first “bridge” was Better Lobby Appointments. In addition to offering convenience to members by freeing them to use their wait time for travel to the branch or other out-of-branch activities, branch management also gains benefits, e.g., they gather insights into walk-in volume shortly before it occurs allowing for better utilization of their staff. Key Takeaway: For the first time ever, your members can now use their mobile phone/tablet/PC to place their name in the lobby queue before arriving at the branch and spend less time waiting in your lobby.

Consumers still turning to branches to open new accounts

When it comes to opening new accounts, consumers still tend to trust the branch over digital channels, according to a new study from Forrester Research. It turns out that while the digital channels remain important, the ongoing importance of a human touch cannot be ignored. Seventy-one percent of U.S. adults who regularly use the Internet still go to a branch when opening a new checking account, the Forrester study observed. For savings accounts, 64{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} go to a branch, while 53{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} open certificates of deposit at branches. Key Takeaway: Without a doubt, credit unions of the future will only prosper with human touch member service.

Why tech-savvy members still visit branches

About three-quarters of Gen Y (73.4 percent) have visited a branch to open an account, according to a J.D. Power retail banking study. Moreover, about 60 percent of younger adults told the research firm that they have visited the branch within the last three months. And according to a 2018 Gallup survey, 66 percent of millennials had visited a brick-and-mortar branch in the previous six months. These facts come from a Bankrate article that also uses an interesting term: IRL (in real life) banking. When it comes serious financial interactions such as mortgages, financial consultations, business startup advice, etc., it turns out that even the most tech savvy people prefer a branch visit. Key Takeaway: When your members seek monetary advice or need to discuss complex financial needs, one of the best ways to satisfy this need is to offer them a convenient digital appointment booking option. CUs that offer appointments to help satisfy IRL banking needs can also make better use of specialized employees that float between branches, who can now potentially see more members within a day.

What Age Demographic Visits Branches Most Often?

This simple question has quite a surprising answer according to Mercator Advisory Group’s research: Among those who visit a branch over twice a month – young consumers visit most often! Here are some more interesting stats from the research firm’s recent report: 56{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of 18-34 year old consumers visit their branch over twice a month Nearly a half of all consumers (46{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b}) visit a branch twice a month One fifth of consumers (21{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b}) visit a branch once a week Key Takeaway: The branch remains extremely relevant and CUs must strive to make it as convenient as possible to visit their branches by offering appointments, self check-in kiosks and other technologies the help ensure a positive member experience.

Branch vs. Digital Banking Debate

A recent Financial Brand article highlighted the fact that too much focus on the back and forth debate over branch and digital preferences of consumers diverts attention from providing a superior member experience. The article concluded that people expect hassle-free interactions and a satisfactory result no matter how they do business with your credit union. Our CU clients have found that offering appointments to their time-pressed members is a great way to build a bridge between their branches and their digital channels. They note that the convenience of quickly and easily booking a branch appointment helps boost member satisfaction levels, while increasing staff productivity. Key Takeaway: Your CU can help solve the Branch vs. Digital conundrum by allowing members to schedule appointments via the Web, mobile devices or by contacting agents through your contact center.

Putting the human touch in banking

As many FIs rush to digital in an effort to please consumers, many leave behind one of the most important elements that consumers want: the human touch. “People and relationships still matter,” says Bob Meara, senior analyst at Celent’s banking group. “All things equal we do business with people we like and you have to have some person-to-person interaction—even in digital.” Whether they are seeking financial advice or looking to solve an issue, many members still prefer in-person interactions in your branch. Key Takeaway: Important conversations are best pre-arranged by appointments so that both the member and the CU employee are well prepared for the discussion.

Millennials Still Want Branches

“As Millennials grow older, they express increasing interest in visiting a physical location once they have exhausted their online research,” states Joe Wheeler, Senior Director, Mid-Size Bank Practice at J.D. Power. He also emphasizes the fact that CUs that want to exploit this opportunity to work with Millennials must make sure branch staff is appropriately prepared. We would add that the best way that they can be prepared for these important branch visits is by appointment scheduling. Key Takeaway: Not only do our appointment tools provide your staff the opportunity to prepare for meetings in advance, but follow-up meetings are also made easier to arrange as staff can be identified by name and picture on our Mobile Appointment Booking Tool.

The value of an old-fashioned visit to your local branch

Laura Doering, Assistant Professor of Strategic Management at the University of Toronto, pointed out some interesting results from her research in a recent online article: when borrowers have personal relationships with lenders, they are more likely to repay their loans on time, whereas those with distant relationships miss more payments. She recommends that people who do most banking online should develop a relationship with someone at their primary FI and this relationship should consist of more than just email or texting — it should include in-person meetings. We concur with her conclusion that building and maintaining personal face-to-face relationships generates tremendous benefits on both sides. Key Takeaway: Building personal relationships at the branch with your members is invaluable and offering appointments to your busy members is one of the best ways to facilitate these face-to-face meetings.

Effective Financial Guidance Starts with Appointments

In a recent article in Forbes, a CUNA Mutual Group executive stated that a retail branch model that focuses on in-person advice and service is the branch’s most promising future. He states “fully 78{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of retail bank customers want guidance from their banks, according to a JD Power study. And the most effective way to deliver that guidance is still face-to-face.” We would add that the best way to deliver this advice is by appointment. If branches are the ideal place for complex conversations to take place, then the best way to make sure that the right person is available to handle these important lengthy consultations is to have an appointment booked on their schedule. Key Takeaway: Our Mobile Appointment Booking Tool gives your staff the opportunity to thoroughly prepare for their meetings in advance, and also increases branch sales success by reminding members to bring the information necessary to the meeting.

Tracking Branch Activities

Bob Meara, Senior Analyst at research firm Celent, says “if you ask branch bankers about the details of their teller transactions, they can wax eloquent about those metrics.” What is less-often tracked and measured, Meara finds, are factors of current branch activity that relate to what many regard as the increasingly dominant role of branches, as sales and service locations, and regarding the quality of the visitor experience. Better Lobby can help in this regard because it captures a wide variety of critical branch metrics that are important to management – metrics that are completely invisible to CUs that do not have a visitor management platform in place. Key Takeaway: Our Main Service Queue can fill in the gaps when it comes to knowing what’s going on in your branches, while our Survey Trigger module can help you obtain accurate and timely responses from your members about the quality of their visit when their branch visit is still fresh in their minds.

What will the Branch of the Future look like?

In a recent article in Finextra, Andrew Beatty, FIS Head of Banking Strategy, concluded that: The Branch Isn’t Dead; It’s Reborn. He predicted that future branches will be become much more inviting – think coffee shops – and that visitors will be greeted with tablets where universal bankers can assist them with all banking needs. We agree – and to help your staff accomplish this goal we offer our Better Lobby Kiosk 4.0 module which supports both visitor self check-in and Concierge staff check-in (or any combination thereof). Key Takeaway: CU branches of the future must be member-centric in nature, and we are here to help you meet this goal.

Appointments help CUs keep branches alive and thriving

A recent CU Journal article pointed out that members no longer visit branches to complete transactions that they can do online. Instead they stop by for help with more complex issues, such as applying for a loan, opening an account, seeking financial advice or dealing with a problem. While we certainly agree with this assessment in general, increasingly “stop by” is not applicable. That is because more and more CUs are adding appointment setting capabilities such as those delivered by our Mobile Appointment Booking tool to their website. Many members find it much more convenient to schedule an appointment than to simply stop by a branch, while CUs are finding that allowing their members to book appointments is a great way to increase long-term loyalty. Key Takeaway: Appointments are a great way to grow brand awareness, increase your staff productivity, open more accounts, and develop your member base.

Branch Service Enters a New Era of Appointments

In a recent Credit Union Times article, iQ Credit Union’s SVP of Retail Delivery Ali Migaki said the most common reasons for branch visits today at their CU are to: 1) open a new membership; 2) discuss major financial moves that will impact the member’s life; and 3) pick up a new payment card after a fraud incident instead of waiting for one in the mail. All 3 of these reasons are well suited to the use of appointments to facilitate a successful single visit meeting. Our Appointment software reminds visitors to bring all of the important information necessary to the meeting, while providing staff the opportunity to properly prepare for the meeting in advance. Plus our Appointment Assistant feature is a perfect tool for helping CU contact center staff – or any CU employee – confidently book member appointments with co-workers who are qualified to perform any particular service. Key Takeaway: Many of your members still strongly desire face-to-face meetings and will appreciate the ability to conveniently book an appointment on their mobile device, tablet or computer.

The Branch Debate

In a recent blog, Mark Smith, President of Kitewheel (a self-described new-age Marketing Technology company), calls for FIs to “fully integrate branch networks with all the other digital channels…” and points out that consumers “want to be able to use both physical and digital systems whenever they choose – and they expect them to work together, in perfect harmony.” We couldn’t agree more with his recommendations – it often seems that too much time is wasted on “the branch is dead” debates when consumers of all ages still want to visit branches. Credit unions need to continue working on an always-on member experience that meets members where they want to be met. Our Better Lobby platform is specifically designed to make this important connection between your digital channels and your branch network. Key Takeway: Allowing members to book appointments 24/7 on their mobile device, tablet or computer with your CU underscores that your CU offers a full range of options, and places a priority on convenient and timely access to your branch staff.

Branch Transformation Trends

Branch Transformation for Financial Institutions, a complimentary industry guide produced by ATM Marketplace, takes an interesting look at how can FIs integrate physical and digital channels in order to achieve a truly omnichannel “phygital” strategy. The guide covers new tech for the teller platform, video systems, and tablets. Our Better Lobby platform integrates with all of these areas, e.g., our Fast Visit Recorder can help with teller/universal banker productivity; our Video Meeting Queue Module provides the member service management component missing from video conferencing systems; and our user-friendly Kiosk software supports all manner of tablets for both Self Check-in and Staff Concierge visitor check-in. Key Takeaway: We believe branch transformation can be a competitive differentiator for your CU, and we are here to help you use technology to provide a superior member experience.

Branch Customer Experience (CX) Remains Important

Recently Celent’s Bob Meara recently published a report titled Solutions for Optimizing the In-Person Customer Experience. In his research, he found the opportunity is significant. Unlike digital, where the report highlights the fact that FIs have a bevy of precise metrics to evaluate and optimize the CX, the research firm points out that the branch lobby remains comparatively poorly understood. Our Better Lobby platform was developed specifically to address this need to granularly understand branch visitor metrics. Better Lobby accurately measures the visitor experience – both walk-ins and appointments – and provides dozens of helpful reports that were developed directly from CU feedback. Key Takeaway: Your lobby is arguably the most important interaction point within your CU – we are here to help you meet your lobby management requirements.

Technical Innovation in CU Branches

Codigo, a provider of marketing tools, released research that shows that the number of FIs planning to equip universal bankers (or other staff members) with tablets shot up 25{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} in 2017 to 51{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} in 2018. Interactive kiosks and interactive teller machines both came in at 44{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} in 2018, a ten percentage point increase. Both video conference technology and the trendy “video walls” saw increases (from 13{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} to 25{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} and from 8{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} to 28{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} respectively). We are well prepared to help CUs of all sizes, affordably address these important trends: For tablets and kiosks, we offer our Kiosk for Self Check-in and Concierge module that can be used on an iPad, Surface Tablet or touch-screen equipped PC – this software frees visitors to engage in other branch-provided activities with the confidence that staff know of their arrival and that they will be served in the appropriate order. In terms of video meetings, our Video Meeting Queue Module makes it possible to seamlessly manage and serve branch visitors from any video-equipped location. When it comes to “video walls”, we provide CUs with our Branch Service Queue Display module that allows waiting members to know their position in the service queue – it is compatible with a variety of standard flat screen monitors and its appearance can be fine-tuned to meet your operational and branding requirements. Key Takeaway: It is essential that Credit Unions use technical innovation to compete in their local marketplace. Better Branches Technology is here to help.

Small Businesses Prefer Branches

J.D. Power reports that 61{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of small businesses in its sample survey are much less likely to use digital banking channels, and are still classified as “branch dependent.” The research firm concluded that businesses still value working with a live person in a branch who understands what they do and what they need. The reality is that busy business owners who value face-to-face interactions don’t have time to wait in the lobby to meet with your staff. Many observers believe that they would really appreciate the ability to schedule an appointment with your CU in the branch of their choice. Key Takeaway: Credit unions looking to target small business owners should strongly consider adding appointment scheduling in order to deliver the personal touch that these businesses are looking for in their financial relationships.

Technology Improves In-Person Branch Operations

According to industry consultant Richard Crone, “you’ll lose a customer for an unreasonable branch experience, but they’re not integrating the branch with the mobile app. The best way to do that is with a scheduling capability.” We agree with his assessment – allowing members to use their mobile device, tablet or computer to book an appointment with your credit union builds a bridge from these digital channels directly to your branches. Key Takeaway: Members do not want to waste their time standing in a queue or sitting around waiting in a lobby for the next available representative. Appointments help solve these issues and create a positive branch experience.

Generation Z and Branches

GenerationZ — folks born after 1996 — will be the most diverse generation in the U.S. by2020, and at their peak will hold some $143 billion in purchasing power. Tolearn more about this generation, UNiDAYS polled 1,000 Gen Zers to see how theyfeel about money. They found two interesting facts – one quite obvious (95{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b} of those surveyed use their phoneexclusively to access their account) and one more surprising to many people (45{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b}of those surveyed are hesitant to open an account with an online-only bank; 70{91edff4ab0179c213d4d62ccb73735ad51d636906a6f58336791bd911b76df7b}of those say it’s because they want a physical branch location). Key Takeaway: Credit unions looking tocater to Gen Zers must find a way to merge the two worlds of the mobile and thebranch since both of them highly desired by many young people. We believe onekey way to build this bridge is by allowing them to book branch appointments with your staff via their mobile devices.

Appointments Help with “Moments of Financial Truth”

During a brainstorming session of financial professionals at a recent BAI conference led by Jim Eckenrode, managing director for Deloitte’s Center for Financial Services attendees came up with the following ideas on how to make branch banking more appealing to consumers who are seeking assistance with their important financial matters: making appointments online for branch visits increased use of biometrics smaller branch buildings more highly trained staff One session participant noted that “we also know that in those moments of truth, somebody who may be very tech savvy may not be savvy in the way of financial affairs. In those moments of truth, where most customers want a human interaction, branches are the ideal places for that.” Key Takeaway: The vast majority of your members want to make major financial decisions with the assistance of one of your employees at one of your branches. Appointments help make meetings successful by reminding members to bring the information necessary to the meeting, while simultaneously providing your staff the opportunity to thoroughly prepare for the meeting in advance.

Branches for the Digital Age

McKinsey and Company believes that far from rendering the branch obsolete, digital technology holds the key to the branch of the future. They state that smart-branch transformation builds on three pillars: the seamless integration of cutting-edge branch technology, which has become cheaper, more reliable, and more accessible; the adoption of radically new, teller- and desk-free branch formats at every location; the use of digital technology and advanced analytics to improve the operating model in branches, including personalized, data-driven sales and real-time performance management and skill development Key Takeaway: Better Branches is here to help credit unions with their smart branch efforts via these modules: Video Meeting Queue Module; Kiosk for Self Check-in and Concierge; Branch Service Queue Display; and Mobile Appointment Booking Tool.

Across Generations, Consumers Prefer the Branch for Financial Advice

Consumers are happy with digital interactions for quick transactions, but for more substantive conversations they’d rather deal with humans, according to new research commissioned by Samsung. However, the study added a caveat: a poor branch experience can keep consumers away, or even make them consider switching to another institution. Here are the top consumer complaints from the survey, accompanied by one of our solutions that helps address that particular complaint: unprepared banking associates (68 percent) – Better Lobby Main Service Queue and Kiosk long wait times (55 percent) – Better Lobby Mobile Appointment Booking Tool impersonal service (49 percent) – Better Lobby Main Service Queue unavailability of specialists (43 percent) – Better Lobby Video Meeting Queue Module Key Takeaway: The Better Lobby Solution helps management address ALL of the complaints listed by members; while contributing to outstanding member service and building visitor trust.