Tag: Featured

6 Banking Experiences That Help Attract More Customers and Members

In a nutshell 🥥 Customers and members want simple, fast, and flexible banking experiences. This article shares six practical ways banks and credit unions can step up their customer experience (CX): using biometrics to speed authentication, creating fast lanes for simple requests, redesigning branches to be more welcoming and intuitive, enabling instant digital appointment scheduling, offering personalized financial education, and delivering services wherever people are through channels like P2P payments, curbside, and mobile branches—all to save time, reduce friction, and deepen relationships. Your clients and members care about the little things. They want to save time waiting in line. Receive relevant financial resources. Access services wherever and whenever they choose.  Is your institution prioritizing making these customer or member experiences (CX) easy enough? If you need ideas for how to get there in 2023, we’re here to help.  In this article, we’ll define the six banking experiences your customers and members wish you’d adopt, with real-life examples you can implement in the short or long term. From express lanes and in-branch redesigns to financial literacy and queuing management, we take the guesswork out of cultivating client delight.  P.S. If that’s not enough read our customer and member experience trend report for ten more examples of exceptional banking experiences. ⭐ Implement voice recognition, fingerprinting, or eye-scanning so clients don’t have to remember their password or oft-forgotten security questions. (What was the name of my first-grade teacher again?) Not only does biometric security decrease the risk of fraud, but it also saves time authenticating the identities of your customers every time they visit a branch or log in into their mobile banking app.  Before using a biometric identification solution in its call center, Connexus CU’s agents were spending the first 90 seconds of each call authenticating the caller’s identity. With biometrics, they reduced that to 12.5 seconds among members that opted in. Plus, customers feel like they’re getting their needs met faster by skipping admin fluff. That reduction in time and smoother overall experience really adds up.   For straightforward transactions like ordering checks or replacing credit cards, add a dedicated in-branch window, phone line, or video call kiosk for quick appointments (similar to an express checkout at a grocery store).  The team at Yolo FCU experimented with a dedicated quick appointment option for transactional services that was so popular, they made it permanent. Members with simple requests booked an appointment ahead of time or via a kiosk in the branch. It directed them to a dedicated teller for withdrawals, deposits, wires, savings bonds, account and card maintenance, and more.  The express lane thrilled clients, many who said, “I’ll never wait in line again!” Fast lanes help staff manage requests quickly and cut down on waiting time for everyone else.  Banks and credit unions that typically do CX well, according to Forrester’s research, are the ones that focus on making their branches feel welcoming. “A great experience is not just one thing,” says Jared Jones, Director of Sales at DBSI, a firm that designs branch experiences. “It’s not just having an open concept. It’s not just investing in cash automation. It’s not just digital signage. It’s thinking about how a combination of those things can convey the feeling of being welcoming and guide customers where they need to go.” A redesign can also include physical changes like: A redesign can be as simple as creating an environment that addresses clients’ needs as soon as they enter the space. Clients can sign into tablet kiosks near the entrance, find out the wait time for the central queue, and receive alternative options like booking a future appointment. Tablets can also direct them to use your app, an express lane, or initiate an instant video call with an available associate.  Customers and members can easily book an appointment for most services in their lives—from doctor visits to haircuts. Why should their banking be any different? Similarly, your clients expect the same level of high-quality customer service, whether they’re talking to someone on the phone, emailing an advisor, or lining up in-branch.  Exceed their expectations by implementing bank appointment scheduling software. With self-serve appointments, members can reach an advisor using the method of their choosing—a video call, phone call, or in-person meeting. They can see open slots on the right advisor’s calendar and book instantly, no back and forth required. Before the team over at Rogue CU launched a new experience around one universal queue, in-branch and over the phone, members walked out of its branches every day because of the wait. After the switch, the wait times dropped, staff received rave reviews, and it saved many people from visiting in person—30% of people thereafter choose to take their appointment over the phone. The easier you can make booking appointments and manage them in your back-office systems, the better the customer experience. Financial education is more important than ever. A recent survey found that 66% of consumers want proactive, personal advice from their financial institutions to address their financial stresses. The Money$ense team at Opportunities Credit Union saw the need in their community and launched a range of group workshops and one-on-one mentoring sessions. Their financial coaches help community members demystify their finances—from budgeting tips and credit repair to supporting those looking to buy their first home For your own financial education programming, try a personalized approach with trained financial educators who can identify clients’ needs, risks, and goals to create an action plan for them to follow. Or share financial resources like asynchronous online training, articles, and podcasts with your members—a lighter lift for advisors and staff. Not only do these resources help clients and community members achieve their financial goals, but it also shows them you’re invested in their financial experience.  Make your banking experiences more delightful by making them more accessible. Launch peer-to-peer payments—1 in 3 Americans use apps like Square, Venmo, and Zelle to pay one another. Clients know it’s possible to move money without fees and they’re expecting their banks and

3 Golden Insights On Balancing Digital & Physical Channels (From A Branch Ops Expert)

In a nutshell 🥥 Credit Union of Southern California’s Aaron Young shows how to build a human-centered hybrid banking model where digital is an extension of the branch, not a replacement. By using data “breadcrumbs” to understand member behavior, choosing platforms that feed insights back into core operations, and repositioning branches as advice centers, FIs can give members options, reduce friction, and drive growth through high-value, appointment-based interactions. Besides deposit growth, every financial institution’s experience and operations teams have one thing on their collective hive mind: When do clients want to interact in person, and when would they rather interact with my institution online?   From the delivery of services to transactions to communication, financial institutions have discovered that not all clients want the same combination of physical versus digital. When empathy is the ultimate goal in servicing members, it may seem counterintuitive that robust data, analytics, and interconnected software solutions are the means to get there—but this is exactly what Aaron Young, Senior Vice-President of Branch Operations and Retail Banking at the Credit Union of Southern California, discovered during his FI’s digital transformation. We asked Jim Marous, podcast host and co-publisher at The Financial Brand, to dig into what Aaron can pass on to other FIs in the midst of their own digital transformations. Watch the full conversation or keep reading for the highlights, with time-stamps to help you dive deeper where you want to. https://proofdigital-assets.s3.us-east-1.amazonaws.com/videos/ignite-athletics/Two+Halves+Dont+Make+A+Whole+Webinar.mp4 1. “Digital needs to be an extension of the branch, not the other way around.” It’s tempting to think digital-first, but Aaron says the reality is that a lot of members may still need education on how something like a mobile app can make their lives easier in the long run.  “One of the things we’re testing right now,” Aaron says, “is when our members come into a branch to open an account, we walk them through our mobile banking app instead of going to a teller.” Aaron notes that people are trained to visit a teller when they need to make a deposit, but that behavior can change with an in-person walkthrough at a branch.  Key phrases Aaron emphasizes  are “options” and “what’s possible.” “When we’re thinking about how we can improve the member experience,” he says, “we want to provide options. When you give people options, they’re in control. When you force one direction by only giving one option, that’s where friction starts to happen.” The Credit Union of Southern California uses data to decide what those options look like. With an understanding that member experience is their only differentiator, they track: Member demographics Website exits Chatbot abandonment Coconut online appointment abandonment   Type of in-branch transactions Digital channel paths Aaron thinks of these data points as breadcrumbs that answer some fundamental questions about his members: Do members leave one channel to go to the next? How many times did they drop off? Why did they drop off? Then, as technology evolves, Aaron connects parts of the digital journey to solve member problems. 2. “Choose platforms that feed data back to pieces of core business.” Credit Union of Southern California offers several access points to their members: texting, phone calls, mobile app, chatbots, in-person, video. But Aaron says the institution is ultimately a live answer credit union, and his goal is to make sure he’s giving members the fastest route to completing a task—especially if it means talking to a human being. “Our phone center is our central nervous system—we aim to answer 75% of our calls in 60 seconds,” Aaron says. “Even when you’re using our chatbot, it’s an easy prompt to speak to a human. We continue to build around that as we grow because we know it’s important for people to be able to get to someone.” When Aaron started looking for an appointment solution, he prioritized platforms that could increase member satisfaction scores and net promoter scores, both of which increase with human interactions. “We learned through having Coconut in place that our NPS scores are higher when people make an appointment versus when they walk in,” he says. “When members make an appointment, 70% of them give us high scores versus only 30% of walk-ins. When we started out with Coconut and that behavior wasn’t yet built with members, we were getting 600 combined walk-ins and appointments per month. We’re now up to 3,700 combined walk-ins and appointments per month. 3. “Our key to success is transforming into an advice center.” As financial institutions shift to digital for basic tasks, many of them are repositioning the branch as an advice center that focuses on larger financial challenges. The Credit Union of Southern California is no exception, and a rethinking of their branch locations by type has been as much a part of their digital transformation as technological solutions.  Aaron says this repositioning started with their employees, and he stresses the importance of their involvement from the beginning. “We’ve mapped out the skill sets our team members have today versus what they’ll need as we transition into a more advice-driven model,” he says. “We’re piloting a program for licensed bank employees, and we have a few team members who have volunteered to get insurance training so they can sell annuities.” Aaron believes that branches still carry major importance, but that modern institutions need to optimize their branch network around their members. “Institutions need to listen to their members and adapt branches to what they need,” he says, “which will determine the style of branch and where they’re located. Credit Union of Southern California is as of now trying to break down the types of branches we have within our configuration.” While Credit Union of Southern California’s digital transformation isn’t over, Aaron is far enough into the process that he has some thoughts on what he would do differently if he had to start over. Watch his full interview with podcast host Jim Marous and learn how to smooth out your own hybrid model adoption process, make sure your

Coconut Software Launches AI-Powered Branch Workforce Management Solution

In a nutshell 🥥 The new AI-powered offering helps banks and credit unions forecast demand, align the right roles and skills to every branch, and reduce the time managers spend building schedules manually. FOR IMMEDIATE RELEASE | SASKATOON, SK – June 10, 2026 – Coconut Software, a leader in Intelligent Branch Solutions for banks and credit unions, today announced the launch of Branch Workforce Management (bWFM), a new AI-powered solution designed to help banks and credit unions forecast demand, optimize staffing, and improve branch performance. Tailored specifically for financial institutions and built directly into Coconut’s core platform, bWFM helps branch leaders move beyond spreadsheets and gut-feel capacity planning toward a more intelligent, banking-specific approach to workforce optimization through: More Nuanced Planning: Coconut’s bWFM approach goes beyond planning for the right number of employees: It helps financial institutions align staffing based on skills, experience, language, and other factors—so they can better match the needs of each client with the employee best suited to serve them.  Intelligent, Instant Forecasting: The new offering leverages AI to transform demand forecasts into complete, staff-ready schedules in just a few clicks. As a result, branch managers can reclaim up to eight hours per week typically spent on manual scheduling and redirect that time toward coaching employees, serving customers, and improving branch performance. Stronger Staffing Precision: By harnessing appointment, lobby, and walk-in data, Coconut delivers demand forecasts with an error rate of under 7.5%, compared with an industry average that typically falls between 15–20%—giving banks and credit unions a more precise foundation for staffing decisions that reduce overtime costs, lower walk-out rates, and better align coverage to real branch demand. “For years, branch workforce planning has relied on spreadsheets, intuition, and incomplete data,” says Katherine Regnier, CEO of Coconut Software. “With Branch Workforce Management, we’re giving financial institutions a smart way to tie staffing decisions directly to real-time customer demand. The result is stronger utilization rates, improved employee experiences, and more effective branch operations.” The key capabilities of Coconut Software’s Branch Workforce Management (bWFM) include: AI-Driven Demand Forecasting: Turn historical appointments, lobby, and walk-in data into branch-level forecasts to anticipate high-traffic periods and plan coverage accordingly. Smart Schedules: Build branch schedules with a few clicks based on demand forecasts, ensuring the right mix of roles and skills are scheduled for the demand expected. Branch & Staff Performance Insights: Monitor service levels, utilization, and customer outcomes by branch, role, and time period to identify where to invest, coach, or rebalance. “As we bring Branch Workforce Management to market, we’re partnering closely with forward-thinking banks and credit unions to harness AI that synthesizes thousands of data points across branches,” says Dave Bullock, Chief Product & Engineering Officer at Coconut Software. “That gives leaders a more complete view of demand, helps them schedule the right staff for the right work, and strengthens how they connect workforce planning with customer experience across the entire network.” To see Branch Workforce Management (bWFM) in action, and to learn more, schedule a consultation.  About Coconut Software Coconut Software is redefining how financial institutions run their branches, both physical and virtual, with AI-powered Intelligent Branch Solutions that unify operations, workforce planning, and customer engagement in one platform. By combining AI-driven insights with enterprise-grade appointment scheduling, in-branch queuing, video banking, and branch workforce optimization, Coconut helps institutions forecast demand, optimize staff allocation, and deliver seamless customer experiences—driving stronger branch performance. Trusted by 200+ banks and credit unions across North America, including RBC, Mountain America Credit Union (MACU), and M&T Bank, Coconut Software helps financial institutions streamline branch traffic, optimize workforce planning, and accelerate revenue growth. Visit coconutsoftware.com to learn more. Media Contact: Coconut Software | media@coconutsoftware.com

When More Is Better: Balancing Bank Appointment Quantity and Quality

In a nutshell 🥥 With the right bank appointment scheduling software, financial institutions don’t have to choose between more appointments and better ones. By digitizing scheduling, reminders, routing, and analytics, banks and credit unions can increase high‑value meetings, improve CX and NPS, reduce staff burnout, and use data to match staffing to real demand—all without sacrificing service quality. If you had to choose between a buffet or a chef-prepared centere, what would you choose? What if you could have both? A Michelin Star meal and have as much as your heart desires? Well, you can have both with bank appointment scheduling at your institution. It is possible to achieve quantity while maintaining quality. Right now, appointments at your financial institution may not exactly feel like luxury dining. Your frontline is likely overwhelmed after the last few years, and you’re probably understaffed like many banks and credit unions across the country.  But, increasing appointment quantity doesn’t have to create undue stress on your staff and advisors. In fact, if you have the right tools, you can have more and better banking appointments. In this article, we’ll break down the reasons why appointments are worth investing in and how you can strike the balance between appointment quality and quantity with five key strategies. (Who says you can’t have your cake and eat it too?) Why Your Institution Needs More High-Quality Appointments  1. Quality Bank Appointments Drive Customer or Member Growth 68% of people who started signing up for an online banking product stopped and never finished. And after a “bad” onboarding experience, more than half of clients won’t try again. What if one in two people you met never spoke to you again? (Imagine! 😱) Whereas, if you give people an easy button to press to book an appointment they’re more likely to complete a transaction or sign up for a service. Appointments lead to better interactions with customers and members—they’re not just interacting with a chatbot or getting lost on your website, but talking things through with a real person.  This opportunity for face-to-face interaction—online or in person—is an advantage you have over neobanks. Less than half of neobank customers surveyed by J.D. Power felt it was convenient to reach a customer service representative. And customers’ positive sentiment increases by 29% when they report reaching direct banks’ representatives. Those connections lead to better relationships and member growth over time. More appointments lead to more opportunities to connect with clients, solve their financial woes, and sell your products and services. Which brings us to benefit 2… 2. Appointment Software Helps Staff Improve Outcomes Imagine shifting what used to be a 60-minute meeting—the typical length for a general banking appointment—to an efficient 15-minute conversation. That’s the power of bank scheduling software (and your ticket to avoiding appointment overwhelm).  With self-serve appointment software, clients share the context for their appointment in advance, staff are equipped to prepare and bring tailored solutions, and clients show up prepared with the documentation they need to complete their service in fewer appointments. All this adds up to incredible efficiency gains. Banks and credit unions that use appointment and queuing software tend to see a 90% reduction in staff time needed to book appointments. They also see a 33% reduction in the number of appointments it takes to close a transaction. Your staff’s time is precious, and appointments give them more of it. 3. Convenient Appointments Lead to Satisfied Repeat Clients  Don’t underestimate the power of appointments on your customer or member experience and bottom line. According to Forrester, a one (1) point improvement in a CX index score leads to $8.19 per customer of annual incremental revenue for multi-channel banks and $9.82 per customer for direct banks.  When those banks and credit unions use bank appointment scheduling software, they see up to a $170 increase per customer in their lifetime value and an average of 21-point increase in their NPS score. How do appointments do all this? Customers can now book appointments instantly, attend them via video, phone, or in person, and receive automatic email and SMS reminders. Not to mention, the ease of rescheduling appointment times, locations, or communication methods. Giving clients more choices, channels, and autonomy goes a long way to adding value to every customer or member interaction. Learn 4 key ways appointment scheduling drives institutional ROI → 💰 How to Balance Banking Appointment Volume and Value The key to avoiding overwhelm when it comes to your appointment program is carefully striking a balance between appointment volume and quality.  Implement these five strategies as you roll out your appointments program, or if you already have one and want to see it improve. 1. Launch Your Digital Self-Serve Appointment Solution Set things up so customers and members can book an appointment online to save time. Staff can also use the same system to book appointments on each other’s calendars—no more accidental double bookings or guessing at colleagues’ availability. This singular system for all calendars is a game changer for staff efficiency and helps them better manage appointments.  Appointments and queuing software also makes things more efficient by: Giving clients the ability to easily book a time and location that’s convenient for them, 24/7. Offering multiple meeting formats like in-branch, phone call, or video call.  Allowing team members the ability to book client appointments on each other’s calendars, saving time on back and forth. Giving advisors personalized booking links they can share with customers. Sending automatic reminders to clients before their appointment.  Saving transcripts and recording certain activities in your CRM. If you plan to launch an appointments program, ensure you give your staff a few weeks between being trained and actually having to use it. The team at Kemba FCU left a two-week incubation period for associates to practice setting up appointments and understanding the system. “On a scale of 1-10 in importance, I’d say this was a 20. It generated a lot of knowledge among the associates that encouraged members to understand it and find

What Does The Branch of the Future Look Like? 8 Trends To Embrace Today

Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo. What Does the “Branch of the Future” Look Like? This discussion has been a hot topic lately among financial institutions, as professionals speculate on how advances in technology might impact banks and credit unions in 2026 and beyond.  As FIs begin to embrace unconventional ideas like mobile banking in trucks and vans, the possibilities for the branch of the future seem endless. Let’s take a look at some changes the financial sector may see in the next 10 years, and what banks and credit unions should be aiming for in order to create the branch of the future. The Branch as an Extension of Digital Touchpoints In our digital era, many folks are asking, “Will physical branches completely phase out? Do we really need financial institutions on every street corner in this digital age?”  While mobile and remote banking is growing in popularity, around 29% of people still prefer to do their banking in person. While online options are nice for simple transactions, by and large, people want to speak with an advisor for complex matters like applying for a loan or discussing wealth management.  Rather than ceasing to exist, brick-and-mortar banks and credit unions should evolve with customer and member needs. What does this look like in the branch of the future? Aaron Young, SVP of Branch Operations at the Credit Union of Southern California, has some ideas. “The branch should be an extension of the digital experience, not the other way around,” he says. “If a customer or member wants to do the majority of their banking online, but they need help at a physical location occasionally, they should be met with digital efficiencies in-branch as well.”  Here are eight distinguishing features that will characterize the branch of the future. 1. Interactive Teller Machines (ITM) One tool that will be a hallmark of the branch of the future is the Interactive Teller Machine (ITM). Like an Automated Teller Machine (ATM), ITMs allow customers and members to make deposits and withdrawals, but they also feature a video screen for virtual calls with staff members.  Recently, a bank in North and South Carolina deployed 200 ITMs in an effort to make banking more accessible to its customers. These self-service machines work with tellers to provide face-to-face interactions for help with account questions, paying bills, and even e-signatures. As bank staffing shortages persist, ITMs are a great alternative to physical branches in areas that may not have as much demand. 2. Video Banking During the lockdowns of 2020, video banking became a crucial tool for financial institutions. Today, customers and members still enjoy this feature as an option, as 46% say they will continue to use video banking. In the branch of the future, video banking should be a given. Offering this flexibility increases customer satisfaction, provides remote work options for staff, and improves appointment efficiency. 3. Appointment Scheduling and Virtual Queueing  Other self-service tools like appointment scheduling and queue management software will be a must-have in the branch of the future. Customers and members should be able to book appointments online, join a queue virtually, see live wait times, and select an appointment time directly from Google search results. Self-service appointment booking options save employees time, result in fewer no-shows and cancellations, and increase close rates. Implementing this technology is a win-win-win that benefits customers, frontline representatives, and the FI at large. 4. Efficient, Advice-Driven Branches Along with an increase in self-service options, banks and credit unions may begin to see a big shift in the types of services they offer in the branch of the future. Rather than being available for every small transaction or question, staff members may spend time at physical branches only to walk customers through larger concerns like mortgages and auto loans. Aaron notes that this shift has already caught on in some parts of the world. “I was in Europe a year ago and I went into every financial institution I could to see their setup,” he said. “There aren’t really any teller lines. In-person branches are advice-driven, and people get their cash from an ATM.” In this scenario, the branch of the future may begin to look more like a concierge service for scheduled meetings, and only the occasional walk-in. Aaron is confident that this shift will soon be the norm in North America as well. 5. Micro-Branches While brick-and-mortar branches probably won’t be phasing out any time soon, there may be an increase in smaller branches, sometimes known as “micro-branches.” According to Aaron, “You hear about a lot of branches closing, but what you don’t hear about is all those that are opening. We’re focused on optimization. Populations are shifting, and we have to ask: where can we capitalize on the most opportunities?”  Aaron also notes that there are smaller pockets of opportunity in communities that can benefit from micro branches. “I think there will be distinct ways the branch of the future is organized based upon population size. We will see greater numbers in smaller branches.”  6. Smart Bank Automation The branch of the future will also embrace the concept of the “Smart Branch.” Imagine a bank or credit union with automated features built-in—like a smart home. Smart features like lighting, alarm systems, security cameras, thermostats, and AI voice assistants can all be incorporated into physical branches. Taking it one step further, a smart branch could integrate personalized features—like a smart shopping experience. Amazon uses radio-frequency identification (RFID) technology to automatically charge customers as they “just walk out” of storefronts. The branch of the future could use similar technology to streamline transactions and personally welcome customers and members. Artificial intelligence (AI) will also likely play a large role in Smart Banks. Generative AI tools like Large Language Models (LLMs) and voice assistants can help customers and members find resources, fill out applications, and even make financial plans. 7. Financial Advisors As Reliable,

Coconut Software Launches Resilient Branch Workforce Playbook to Help Banks and Credit Unions Modernize Staffing

In a nutshell 🥥 The Resilient Branch Workforce Playbook helps banks and credit unions rethink branch workforce management as a strategic lever for resilience, efficiency, and growth. It explores why burnout is often caused by unpredictability rather than workload, how better forecasting and scheduling technology can align staff to real demand, what the ROI of workforce management looks like in practice, and which executive-level metrics matter most when building a stronger branch operating model. Coconut Software, a leading provider of Intelligent Branch Solutions for banks and credit unions, today announced the launch of the Resilient Branch Workforce Playbook, a strategy guide designed to help financial institutions move beyond manual scheduling and spreadsheets toward a more predictable, data-driven approach to branch workforce management. As branch banking continues to evolve from simple transactions to complex advisory conversations and hybrid interactions, many institutions are still relying on week-to-week staffing models, disconnected tools, and limited visibility into real demand. The result? Rising burnout, higher turnover, and inconsistent member experiences across the branch network. “The time of skipping the ‘staff’ problem is over,” says Katherine Regnier, CEO at Coconut Software. “Branch leaders are being asked to deliver growth, efficiency, and exceptional member experiences—but too often they’re doing it with tools that weren’t designed for today’s branches. This playbook gives them a clear, practical path to build a workforce strategy that is resilient, predictable, and directly tied to business results.” The Resilient Branch Workforce Playbook breaks branch workforce management into four key areas: The Human Side: Why most branch burnout is driven by unpredictability—not workload—and how to design more stable schedules, make time-off rules transparent, and protect employee experience. The Technical Side: How to replace manual systems and siloed data with technology that forecasts demand by appointment type and walk-ins, aligns skills and availability in a single calendar, and surfaces real-time insights for managers. The ROI of Workforce Management: Independent benchmark outcomes that show how predictive staffing and demand forecasting reduce wait times, improve satisfaction scores, and free manager time from low-value scheduling tasks. Branch Resilience Grader: An executive-ready framework with specific metrics and targets for forecast accuracy, skills alignment, manager burden, employee experience, and business impact. “Resilient institutions treat staffing as a growth lever, not just a line item,” adds Regnier. “By connecting branch schedules to real demand and making it easier for managers to lead, banks and credit unions can unlock better member experiences, higher utilization, and stronger revenue performance from their existing teams.” The playbook is part of Coconut Software’s broader focus on helping financial institutions bridge the gap between complex branch operations and high-value customer engagements through its suite of Intelligent Branch Solutions, including appointment scheduling, in-branch queuing, and video banking. Availability The Resilient Branch Workforce Playbook is available for download now. Frequently Asked Questions: Branch workforce management and branch optimization What is branch workforce management in banking? Branch workforce management is the strategic planning, forecasting, and optimization of employee resources across bank branches so staffing aligns with changing customer demand, skills, and service expectations. It helps institutions move beyond static schedules and better support advisory conversations, walk-ins, and hybrid service models. How can workforce management improve customer experience in bank branches? Better workforce management improves customer experience by aligning the right people to the right demand at the right time. When staffing is based on forecasted appointment types, walk-in traffic, and employee skill sets, banks can reduce wait times, improve service consistency, and make it easier for customers to connect with the right advisor. How does in-branch queuing support a data-driven branch model? Better in-branch queuing gives staff and managers more visibility into live demand, wait times, and service bottlenecks. That visibility helps institutions respond faster to changing conditions, improve service flow, and connect walk-in behavior to broader workforce and branch optimization strategies. How does branch scheduling affect employee burnout and manager workload? Effective branch scheduling reduces day-to-day unpredictability for frontline teams and lowers the administrative burden on branch leaders. More transparent scheduling rules, clearer time-off processes, and better visibility into expected demand can all help create a more stable employee experience. What role does appointment scheduling play in branch workforce optimization? Appointment scheduling gives financial institutions better visibility into upcoming demand and helps staff prepare for higher-value conversations. When paired with workforce planning, it supports more accurate staffing decisions, improves advisor utilization, and helps institutions build a stronger ROI case around service efficiency and revenue growth. About Us Coconut Software is the leading AI-powered Intelligent Branch Solution for banks and credit unions seeking to boost operational efficiency, deposit growth, loan growth, cross-channel seamlessness, and competitive CSAT and NPS scores. For over a decade, we have been the market leader in bank appointment scheduling software, branch data and analytics, lobby and queue management, and video banking, helping our customers achieve increased CSAT, bigger ROI, and growth across all lines of business. Get in touch with us today to learn more.

10 Bank Performance Metrics Every Financial Institution Needs To Track

In a nutshell 🥥 The right bank performance metrics help financial institutions improve customer satisfaction, increase staff efficiency, and drive growth. In this guide, we break down 10 meaningful metrics—from CES and NPS to branch traffic, staff utilization, retention, and loan pull-through rates—and show how tracking the right data can lead to better decisions, better experiences, and better business outcomes. Figuring out which bank performance metrics to pay attention to in a sea of data can be overwhelming, especially in the midst of staffing shortages and increasing client churn. In fact, financial health scores dropped 9 percentage points last year in the United States, with many FI’s failing to provide the help these clients needed.  Banks and credit unions owe it to their customers and members to find solutions, and the right bank performance metrics can point you in the right direction.  In this guide, we’ll cover the 10 most important bank performance metrics, and how this data can result in happier customers, more efficient staff, and overall growth. 10 Most Meaningful Metrics A Bank and Credit Can Track Tracking bank branch performance metrics is usually in service of these three goals: increasing customer and member satisfaction, improving staff efficiency, and growing as a business overall. Each category contains important indicators every bank and credit union can benefit from following.  Tracking Satisfaction Metrics First and foremost, FIs should be tracking metrics pertaining to the satisfaction of their customers and members.  The Customer Effort Score (CES) measures how much effort it took for a client to get an issue resolved, a request fulfillled, a product purchased/returned or a question answered.  A CES is often sent out as a single-question survey after someone visits a branch. The question is often worded with a scale. For example: “On a scale of 1 to 5 (1 being the hardest and 5 being the easiest), how easy was it for you to get answers to your questions today?” This has been an increasingly popular metric for banks and CUs to track to make sure it’s easy for members to get things done across any channel.    The Net Promoter Score (NPS) is similar to a CES in that it involves a one-question survey, but rather than inquiring about effort, it asks about a customer’s likelihood to recommend your business.  A typical NPS question looks like this: “On a scale of 1–10 (1 being not likely at all and 10 being extremely likely) how likely are you to recommend [insert FI name] to your friends and family? Those who answer between 1 and 6 are often referred to as “detractors” which bring your NPS down, 7–8 are viewed as neutral, and 9–10 are “promoters” which increase score totals. The NPS is especially helpful to credit unions because they often work with a much smaller membership base.  Digital adoption rate refers to the percentage of clients who are consistently using an FI’s online tools like a website or mobile app. This metric can help banks and credit unions identify demographics that need more encouragement toward online banking. Today, mobile banking is a huge part of the customer and member journey as 78% of Americans prefer mobile or online banking. Self-service solutions give clients the flexibility they crave, and when digital adoption is high, banks and credit unions see more customer satisfaction and higher product holding.  Customer/member retention refers to the percentage of clients who continue to bank with an institution year over year, rather than withdrawing their business. The average retention rate for banks is 75%, but it’s important to be intimately familiar with your FI’s unique retention numbers. Retention rates should be analyzed at least annually, but this could also be a bank performance metric in quarterly reports as well. Any time these rates drop, it’s a clear sign that your FI should be reevaluating customer satisfaction measures.  Staff Efficiency Metrics Along with customer satisfaction, staff efficiency is a key data point for FI’s. Staff efficiency metrics inform institutions about the length of appointments, average customer wait times, and the number of employees compared to the traffic of a branch. Keeping track of branch traffic, staff productivity, and capacity will help your FI stay prepared, informed, and efficient.   Branch traffic is a metric that tells FI’s how busy each location is on any given day. This is one of the most important bank performance metrics because understanding when customers visit your branch and why they’re visiting will help your FI prepare for busy days ahead of time.   Queue management software can help your FI keep track of walk-in traffic and wait times so that your staff feels better equipped to handle busy days. Digital queues also decrease the number of cancellations and walk-outs, because there’s an option to schedule a return visit for a later window. Staff utilization metrics involve appointment lengths, closure rates, and average handling times. Having a holistic view of the way your staff spends their time is a crucial banking performance metric because managers can fill time that is unaccounted for, and provide help to busy locations.  Appointment Scheduling software can also help staff better utilize their time with interactive calendars and pre-appointment checklists. Appointment scheduling software also allows customers and members to make appointments in advance, giving managers, advisors, and staff a much clearer picture of the day-to-day. Staff capacity is a fairly straightforward metric—it tracks how many employees are working at a location each day, compared to the traffic at that location. Understanding staffing capacity needs for each individual branch will help managers place floating staff appropriately, and determine when advisors should be on call.  Staffing shortages continue to be an issue for banks and credit unions, which is why it’s so important to find out where current team members are needed, and if you need to focus on talent acquisition. Tracking Growth As your FI gains a better understanding of customer satisfaction metrics and staff efficiency, it’s also important to keep track of growth. Bank performance metrics like wallet

Beyond Spreadsheets: A Modern Playbook for Branch Workforce Management in Banks and Credit Unions

In a nutshell 🥥 Modern branch workforce management starts with real demand, not static schedules. By combining appointments, walk-ins, service intent, skills, and availability in one branch-first model, financial institutions can reduce wait times, improve satisfaction, free up manager time, and turn staffing into a measurable driver of growth and CX. Walk into almost any branch manager’s office and you’ll see the same toolkit: A spreadsheet for schedules, an appointment system that doesn’t talk to HR, a branch traffic report in a shared folder, and a lot of institutional memory about “how things usually go.” It’s a heroic effort. It’s also fragile. As branches take on more complex advisory work, hybrid interactions, and higher expectations at every touchpoint, this patchwork approach to bank workforce management is reaching its limits. A more modern, branch‑first model is emerging—and it goes far beyond simply digitizing existing spreadsheets. Why Traditional Workforce Management Tools Don’t Fit Modern Branches Most legacy workforce management tools were built for call centers or back-office environments. They were designed for steady queues, standardized work, and relatively predictable service patterns. Branches operate very differently. In a branch setting, demand does not arrive in one neat stream. It comes through a mix of scheduled appointments, walk-ins, teller transactions, and more complex advisory interactions. A day can shift quickly from routine service to a spike in mortgage conversations, small business questions, or onboarding needs. That makes branch staffing harder to forecast using generic workforce models. The nature of branch work is also broader. Staff are often expected to move between advisory conversations, transactional support, digital service assistance, and operational coverage throughout the same day. In other words, branches do not simply need enough people on site. They need the right mix of people, skills, and coverage at the right moments. Local context matters, too. Community events, payroll cycles, rate changes, month-end pressure, and regional campaigns can all affect traffic and service mix. What happens in one branch on a Friday afternoon may have very little in common with what happens in another branch at the same time. When institutions try to manage this complexity with manual processes or general-purpose tools, the same problems tend to show up again and again: Schedules sit in one place while demand signals sit somewhere else. In many organizations, branch schedules live in spreadsheets, appointment demand lives in one system, HR data lives in another, and traffic reporting sits in a separate dashboard or shared file. That fragmentation creates constant manual reconciliation work for managers and planners. Forecasts focus on headcount instead of real service demand. Traditional planning models often ask, “How many people are working?” rather than, “What kinds of customer needs are showing up, and what skills are required to serve them well?” That distinction matters. A branch may look fully staffed on paper while still being underprepared for the actual work arriving that day. Managers become spreadsheet coordinators instead of branch leaders. When branch managers spend hours stitching together schedules, absences, appointment loads, and walk-in traffic assumptions, they lose time they should be spending on coaching, performance, service quality, and business growth. The result is a workforce model that may appear efficient in theory but feels reactive in practice. What “Branch‑First” Workforce Management Looks Like A branch-first approach does not just automate existing habits. It re-anchors planning around how modern branches actually operate. 1. Demand-led planning Instead of starting with headcount and filling in a schedule, resilient institutions start by understanding demand. That means looking at appointments, walk-ins, and service intent by day and time—not just weekly averages. A branch that appears stable on paper may actually have very different staffing needs at 10 a.m. on Mondays than it does at 3 p.m. on Fridays. The more closely staffing models reflect real branch rhythms, the more useful they become. Demand-led planning also recognizes that not all interactions are equal. A quick address update and a mortgage conversation should not be treated as interchangeable events. The time required, the expertise needed, and the downstream business impact are all different. That is why service complexity matters just as much as service volume. A stronger planning model also accounts for known patterns. Month-end spikes, product campaigns, rate changes, community events, and seasonal cycles should not be treated like surprises. When institutions forecast around those realities, they create schedules that are more stable, more credible, and easier for managers to trust. In practical terms, demand-led planning helps answer a more useful question than “How many people do we have?” It answers, “What kind of demand is coming, when is it coming, and what coverage does it require?” 2. A unified calendar for skills, channels, and availability In a modern branch model, staff are not just interchangeable names on a roster. They represent a portfolio of capabilities. That is why a unified calendar matters. Instead of viewing staffing as a simple question of who is present, branch-first workforce management brings together the details that actually affect service delivery. This includes individual skills and certifications. A branch may need someone fluent in a second language, qualified for mortgage conversations, experienced in small business needs, or capable of handling complex financial advice. Visibility into these capabilities changes staffing from a coverage exercise into a service-quality decision. It also includes channel alignment. Modern branches do not operate only through the lobby. Staff may support in-branch traffic, video banking, phone conversations, or hybrid service models. A unified view of assigned and preferred channels helps institutions deploy staff more intelligently across physical and digital demand. Availability and constraints also need to be visible in real time. PTO, training, part-day schedules, travel between locations, and split-branch support all affect coverage. When those variables are disconnected from planning, schedule quality drops quickly. A unified calendar gives managers a more complete operational picture. They can see not only whether a branch is staffed, but whether it is staffed with the right capabilities for the demand expected that day. 3. Manager-friendly, connected tools Technology should reduce complexity for

The Top Banking, Credit, and Lending Conferences in North America

In a nutshell 🥥 See the list must-attend banking, credit, and lending conferences across North America, who each event is for, what they focus on (from digital transformation and customer experience to lending innovation and fintech partnerships), and how financial institutions can strategically choose which conferences to attend based on their goals, budgets, and teams. The top banking, credit, and lending conferences in North America The banking, credit, and lending conference landscape is overflowing with options. If you’re a bank, credit union, or other financial institution leader trying to decide where to invest your (important but) limited travel and training budget, choice-making can feel overwhelming. We’re bank and credit union conference veterans here, and so, we feel your pain. That’s why we’re put together a handy list of some of the top banking, credit, and lending conferences that you should be attending across North America.  In particular, we’re pointing out those which emphasize digital transformation, customer and member experience, and lending innovation—so you can prioritize the events that best align with your strategic goals. Why conferences still matter for banks, credit unions, and lenders In an era of always-on webinars and virtual events, in-person and hybrid conferences still play a unique role for financial institutions, in a few ways: They provide concentrated time to learn from peers, regulators, fintechs, and technology partners. They surface emerging trends earlier, from AI and data analytics, to appointment scheduling, to new lending models. They create space to step out of day-to-day firefighting and focus on strategy, roadmaps, and partnerships. And, they drive real conversations. For leaders in banking, credit, and lending, the right conference can inform branch strategy, digital roadmaps, loan growth plans, and more. Key North American banking and lending conferences: A-Z Below, you’ll find an alphabetized list of conferences and events in North American where you can connect with like-minded peers in the financial industry, hear from thought leaders and innovators on the latest trends in the space, and vendors and strategists who can potentially support your org’s overarching goals this year. Accelerate – Minnesota Credit Union Network Link: https://mncun.org/accelerate/  What it is: Accelerate is the flagship annual gathering for Minnesota’s credit union system, blending leadership development, advocacy, and forward-looking strategy. The agenda typically includes sessions on regulatory trends, member growth, and operational excellence, alongside peer-led discussions. It’s designed to help credit union leaders align on priorities while strengthening collaboration across the network. Who attends: Credit union executives, board members, and emerging leaders Where: Minnesota (varies by year) Alkami Co:lab / Co:labs Link: https://www.alkami.com/events/co-lab/  What it is: Alkami Co:lab is a digital banking user conference focused on helping financial institutions maximize their technology investments and accelerate digital transformation. The event combines product roadmaps, customer case studies, and hands-on learning around data, personalization, and user experience. It also creates space for collaboration between banks, credit unions, and fintech partners building next-generation digital experiences. Who attends: Digital banking leaders, product teams, and fintech partners Where: U.S. BankSpaces Link: https://bankspaces.com/ What it is: BankSpaces is a specialized conference dedicated to the evolution of physical banking environments, from branch design to in-person customer experience. It explores how space, layout, and technology intersect to support advisory conversations, brand identity, and operational efficiency. The event blends architecture, retail strategy, and banking innovation into a highly focused forum. Who attends: Retail banking leaders, facilities teams, architects, and designers. Where: U.S. (varies) Engage (formerly SCUCE / Southeast Credit Union Conference & Expo) Link: https://www.engagefi.org/engage-conference  What it is: Engage is one of the largest regional credit union conferences, combining a broad educational agenda with a large expo floor. Sessions cover lending, operations, compliance, and digital transformation, with a strong emphasis on practical takeaways. It’s a high-energy event designed to connect teams with peers, partners, and new ideas. Who attends: Credit union executives, operations, and lending teams. Where: Southeastern U.S. (commonly Florida) Financial Brand Forum Link: https://thefinancialbrand.com/forum/ What it is: The Financial Brand Forum is a leading conference focused on marketing, customer experience, and digital growth in banking. It delivers highly tactical sessions on topics like personalization, data-driven marketing, and omnichannel engagement. Known for its strong speaker lineup and real-world case studies, it’s particularly valuable for teams driving growth and brand differentiation.Who attends: CMOs, marketing teams, digital and CX leaders.Where: Las Vegas, Nevada Finovate (Spring) Link: https://informaconnect.com/finovate-spring/ What it is: Finovate is a fast-paced fintech showcase built around short, live product demos rather than traditional presentations. It highlights emerging technologies across payments, lending, AI, and digital banking, giving attendees a rapid view of the innovation landscape. The format makes it ideal for scouting new vendors and staying ahead of industry trends. Who attends: Innovation teams, fintech scouts, and product leaders. Where: San Francisco, California Fintech Meetup Link: https://fintechmeetup.com/ What it is: Fintech Meetup is a large-scale networking event designed to facilitate thousands of one-on-one meetings between banks, fintechs, and investors. Its structure prioritizes curated meetings and partnerships over traditional sessions, though it also includes thought leadership content. The event is particularly valuable for institutions seeking new technology partners or strategic collaborations. Who attends: Banks, fintechs, investors, and technology providers. Where: Las Vegas, Nevada Future Branches Boston Link: https://futurebranches.wbresearch.com/ What it is: Future Branches focuses on how physical branches are evolving in a digital-first world. It covers topics like branch redesign, staffing models, and integrating digital tools into in-person experiences. The event blends strategy and execution, offering practical insights into creating more efficient, customer-centric branch networks. Who attends: Retail banking, branch, and CX leaders. Where: Boston, Massachusetts Future Branches Austin (The Fall/Winter Edition) Link: https://futurebranches.wbresearch.com/ What it is: The Austin edition of Future Branches offers a more intimate, winter-focused gathering with similar themes around branch transformation and workforce optimization. It often emphasizes actionable strategies, peer discussions, and real-world case studies. The setting encourages deeper networking and collaboration. Who attends: Branch operations and transformation leaders. Where: Austin, Texas Future Digital Finance Connect Link: https://digitalfinanceconnect.wbresearch.com/ What it is: This is a curated, invitation-focused event designed for senior leaders driving digital transformation in financial services.

3 Ways to Fast-Track Your Bank Appointment Scheduling Process

In a nutshell 🥥 Modern banks and credit unions can dramatically speed up and simplify appointment booking by making scheduling self-serve and digital, offering multiple ways to meet (in person, phone, video) with smart routing, and automating reminders, prep, and follow-up—so clients get the on-demand convenience they expect and staff reclaim time for higher-value conversations. Faster Bank Appointment Scheduling Matters More than Ever Why is booking appointments with banks such a laborious process? Oftentimes, frontline staff can’t see everyone’s schedules, advisors are playing phone tag with high-value customers, and staff are parsing through endless email threads—all leading to slow response times.  The truth is, clients have come to expect the ease of booking appointments offered by their dentist or hair stylist—and it’s time for financial institutions to catch up to these streamlined experiences. We’re here to show you how.  In this article, we’ll walk you through three strategies for increasing the speed and efficiency of your appointment process. First, by creating a customer experience that prioritizes self-serve features. Second, by increasing clients’ convenience through thoughtful choices and routing. And finally, by automating your appointment processes. Create a five-star appointment experience with our comprehensive guide ⭐ → 1. Make Your Appointment Scheduling Process Self-Serve, Digital, and Accessible The key to increasing the speed and efficiency of your appointment process is using the right appointment and queuing tool. By setting up self-serve digital bank appointment scheduling software, members can easily book appointments online, which are automatically added to advisors’ calendars.  Make this service accessible by adding a booking link anywhere your clients regularly connect with you. Consider adding an appointment booking button to your: Website’s top navigation bar, next to the “login” button “Find a location” page Support page In-app help center Staff email signatures In-branch self-sign-in kiosks Branch front door, via a QR code But don’t stop there. Save even more time by adding custom booking links—a link that’s just to book with one campaign, team, or individual—to save customers those extra clicks. If you’re promoting your wealth management services, you could include a booking link to meet directly with one of your wealth advisors. An easy win. 2. Offer Multiple Appointment Channels and Route Accordingly You may be thinking, “Wouldn’t offering more choices be less efficient for my appointment process?” The truth is, you’re better able to direct your clients to exactly who they need to talk to. Instead of going into a general queue and talking to frontline staff who’ll refer clients to a specific advisor, people get to the right person—a net time savings for staff and clients alike. Start by offering customers multiple ways to meet: in person, by phone, and via video call. These options also give your staff the flexibility of taking meetings whether they’re working in-branch, remotely, or if they’re traveling across branches. In just a few clicks, they can be available for any customer’s or member’s meeting preference.  Also, collecting information about clients’ needs allows you to route them accordingly. Add a few extra required questions to your booking process, like: What is your desired location?  Desired service? What is the reason for your appointment? What is the level of urgency? Don’t forget to give your clients the option to change their minds. Allowing clients the ability to edit their appointment reduces no-shows and wastes less of everyone’s time when clients need to change the appointment location or desired service. 3. Automate, Automate, Automate  Did you know you can automate several parts of your appointment process? If your new customers are automatically added to a welcome email nurture, include an appointment booking link to onboard them and answer questions.  Once new appointments are booked, automate any instructions or document requests in the “success” page, confirmation email, calendar invite, reminder texts, and emails. Do they need to bring a pay stub to their appointment or their identification? Automate reminders at least one day and one hour before so your clients never show up unprepared.  Similarly, when banks and credit unions automate the collection of appointment reasons and personal information, staff are better prepared to serve clients right away—as opposed to requiring a summary from the client during their first meeting. This shortens the length and number of appointments needed to serve your members (and leaves room for more appointments).  On top of automating staff’s tasks like—booking appointments, changing times, dates or locations, documentation reminders, and collecting pre-appointment information—appointment scheduling software also simplifies follow-up reminders. Think signing documentation or booking further appointments. With all that automation, it’s no wonder why appointment booking platforms are fast becoming many banks and credit unions’ CX secret weapon. We’re in the Fast Lane Now Making your appointment booking process self-serve, digital, and accessible is what your clients expect from a modern financial institution. Routing your clients by appointment type to exactly who they want to see leads to a better experience. And automating processes removes the guesswork and helps you scale appointments faster.  When you increase the efficiency of your meeting scheduling process, you’ll likely see that appointment quality and duration improves, too. Sometimes, moving fast doesn’t break things—it makes them even better. FAQs and Real Resources: Digital Appointment Scheduling for Banks What is bank appointment scheduling software, and how does it work? What is appointment scheduling software, and how does it work? An expert guide for banks explains that bank appointment scheduling software is a digital tool that lets customers and members quickly book, reschedule, or cancel meetings with the right advisor across web, mobile, and in-branch channels. It centralizes staff calendars, routes appointments based on service type and location, and automates reminders so banks can reduce friction, shorten handle times, and improve customer experience. How does appointment scheduling for banks improve customer and member satisfaction? According to the guide on appointment scheduling for banks, self-serve booking gives customers 24/7 access to schedule appointments on their terms, across online, mobile, and in-branch experiences. This reduces time spent waiting on hold or in line, helps them come prepared

Branch Workforce Management for Banks: Unlocking Staff Efficiency and CX Resilience

In a nutshell 🥥 Branch workforce management transforms how banks and credit unions deploy their staff across physical channels by using demand forecasting, intelligent scheduling, and staff pooling to reduce customer wait times, increase revenue generating activities, and boost advisor capacity by up to 30%—turning understaffed branches into efficient, sales-focused operations. So, what is branch workforce management? It’s certainly a buzz word in banking these days, and for good reason. Quickly: It’s the strategic planning, forecasting, and optimization of employee resources across bank branches to align staffing with fluctuating customer demand while controlling costs. This encompasses everything from predicting transaction volumes and customer arrivals to automating banker schedules based on skills, availability, and work rules. It’s a big topic at Coconut Software. And that’s why we’re going to cover workforce management practices for both banks and credit unions, addressing traditional branch models and hybrid approaches that integrate digital and physical channels. This should resonate with the branch managers, operations directors, and banking executives out there who are responsible for staffing decisions and operational efficiency improvements. Whether you’re managing a large national bank network or regional credit union branches, optimizing your branch workforce directly impacts revenue, customer satisfaction, and competitive positioning in an increasingly challenging market. Direct answer: Branch workforce management optimizes staff scheduling by using predictive analytics to forecast customer traffic, automatically generating optimized schedules that match the right employees with the right skills to peak demand periods, reducing wait times while freeing advisors for revenue generating activities like sales conversations and appointment booking. Key outcomes you’ll gain from this guide: Improved customer satisfaction scores through reduced wait times and better service matching Increased advisor productivity by shifting focus from administrative work to customer needs Reduced operational costs through elimination of overstaffing and trapped capacity Enhanced appointment conversion rates via digital appointment booking integration Optimized staff allocation across multiple locations using pooling strategies Understanding Branch Workforce Management Branch workforce management represents a strategic approach to staff optimization that moves beyond traditional fixed-headcount models. Rather than assigning static teams to individual bank branches, modern workforce management treats staffing as a dynamic resource allocation challenge—one that requires continuous adjustment based on real customer demand patterns, employee skills, and business objectives. This approach addresses critical challenges facing financial institutions today: staff shortages that leave branches understaffed during peak periods, changing customer expectations shaped by digital convenience, and the shift from transaction-heavy teller lines to sales and advisory services. With average branch sizes shrinking to one manager and four team members, every staffing decision carries significant weight for both customer experience and profitability. Staff Forecasting and Demand Planning Workforce forecasting uses historical data and predictive analytics to anticipate customer traffic volumes, transaction types, and appointment-based interactions at specific branch locations. Effective forecasting incorporates branch-specific attributes including operating hours, physical features like ATMs and drive-up windows, and the mix of employee roles from tellers to universal bankers. This forecasting connects directly to customer traffic patterns and seasonal banking trends, generating volume forecasts that feed into resource forecasts and staff mix plans. For example, a workforce management branch scheduler might target service levels like 85% of customers served within 5 minutes, adjusting targets by position and day of the week based on past performance data. Resource Allocation and Scheduling Optimal staff scheduling deploys employees based on customer demand patterns, individual advisor specializations, and real-time availability. Modern scheduling automation considers work rules, employee preferences, and skills-based assignment to ensure the right branch employees serve customers at the right times. This builds on forecasting by translating demand predictions into actionable banker schedules. Where forecasting answers “how many customers will arrive,” resource allocation answers “which employees should work when, and what should they focus on.” The relationship between these functions enables branch scheduling that balances customer service levels against labor costs. Understanding these foundational concepts prepares you for evaluating the technology solutions that make sophisticated workforce management practical at scale. Technology Solutions for Workforce Optimization With forecasting and scheduling principles established, the next consideration is the technology infrastructure that enables these practices across multiple bank branches. Modern workforce management tools automate complex calculations while providing branch managers with visibility and control. Appointment Scheduling Systems Digital appointment booking systems allow customers to reserve time with specific advisors through online portals and mobile apps. These platforms integrate with branch calendars to display real-time availability, enabling customer self-service that reduces phone traffic while improving preparation for high-value meetings. Appointment booking shifts demand from unpredictable walk-in traffic to scheduled, predictable interactions. Advisors gain easy access to customer information before meetings, increasing both conversion rates and customer satisfaction. For banks prioritizing sales growth, scheduled appointments create protected time for revenue generating activities rather than reactive queue management. Queue Management and Lobby Optimization Digital queuing systems manage customer flow from arrival through service completion, providing real-time wait time estimates and staff notification when customers check in. These tools track service durations by transaction type, generating insights that inform future forecasting accuracy. Queue management integrates with appointment scheduling to distinguish between walk-in customers and those with pre-booked meetings, enabling differentiated service routing. When lobby traffic spikes unexpectedly, these systems alert branch managers to deploy additional resources or adjust service priorities—preventing the long waits that damage customer satisfaction. Staff Pooling and Multi-Location Management Staff pooling moves beyond fixed per-branch teams to create larger resource pools serving multiple locations. This hub-and-spoke model unlocks trapped capacity by allowing employees to cover demand peaks across different branches based on real-time needs rather than static assignments. Coconut Software’s research on staff pooling shows this approach as a strategic concern for banks and credit unions facing shrinking branch networks. When one location experiences high demand while another runs slow, pooled resources align resources where they’re needed most. This flexibility extends to virtual banking integration, where branch staff can support digital channels during low-traffic periods. Key technology benefits: Automation reduces scheduling error and administrative burden Real-time data enables rapid response to changing conditions Integration across systems provides unified workforce visibility Self-service tools

A Guide to Branch Workforce Management for Credit Unions

In a nutshell 🥥 Branch workforce management for credit unions has become mission-critical as branches evolve from transaction hubs into advisory and engagement centers. Winning credit unions are using data-driven demand forecasting, smart scheduling, staff pooling, appointment scheduling, lobby and queue management, video banking, and analytics to put the right universal bankers, specialists, and remote experts in the right channel at the right time—boosting member satisfaction, loan and deposit growth, and operational efficiency. Key Takeaways: Branch Workforce Management for CUs Branch workforce management is critical for credit unions transitioning from transaction centers to member engagement hubs, enabling smarter scheduling, skill matching, and resource allocation. The shift to universal bankers and remote experts requires integrated workforce management tools to ensure the right staff with the right skills are available when and where needed. Bank appointment scheduling and queue management software improve member experience by reducing wait times and increasing sales conversion rates. Data-driven bank demand forecasting and performance analytics enable credit unions to optimize staffing, improve operational efficiency, and drive revenue growth. Hub-and-spoke staffing models and cross-branch resource sharing help credit unions maximize expertise while managing lean branch teams. Successful implementation of workforce management solutions depends on clear objectives, pilot testing, staff involvement, training, and ongoing refinement. Coconut Software’s integrated platform supports credit unions with appointment scheduling, lobby management, video banking, and analytics designed specifically for financial institutions. Introducing Branch Workforce Management for Credit Unions by Coconut Software The way members interact with credit union branches has fundamentally changed. Since around 2020, the familiar hum of routine teller transactions—cash deposits, check cashing, basic account inquiries—has given way to something very different. Members now arrive seeking advice on mortgages, asking about HELOCs (Home Equity Line of Credit), exploring small business lending options, or looking for guidance on their financial wellness journey. This shift didn’t happen overnight, but the acceleration was unmistakable. Digital adoption surged, with one in five credit union members now logging into mobile apps daily—a figure that actually surpasses total branch foot traffic across many networks. So, what’s really happening here? Well, for one, the branches that once served primarily as transaction centers are now evolving into sophisticated engagement hubs where complex, high-value conversations happen. Branch workforce management is the discipline that makes this transformation work. It’s the strategic orchestration of staff deployment, scheduling, skill matching, and resource allocation across physical branches, digital channels like video banking, your institution’s website, and contact centers—all aligned precisely with fluctuating member demand patterns. For credit unions, getting this right can mean the difference between thriving and merely surviving in an era of fierce competition from fintechs and megabanks. Coconut Software focuses specifically on helping banks and credit unions orchestrate this (sometimes overwhelming) complexity. The platform brings together appointment scheduling, lobby and queue management, video banking, and analytics to help credit unions position the right people with the right skills at the right time. Below, I’m going to provide a little practical, credit-union-specific guidance on using branch workforce management (BWFM) to enhance your members’ experience, increase revenue, and improve operational efficiency. Credit Union Branches: From Transaction Centers to Member Engagement Hubs Between 2019 and 2024, the composition of in-branch visits underwent a dramatic transformation in the U.S. FIRST: Cash and check transactions plummeted as members shifted to digital self-service for routine needs. At the same time, demand for advice-driven interactions rose. THEN: Members started coming to branches specifically for mortgage consultations, HELOC applications, investment referrals, and small business services. At this point, many credit unions recognized this shift as an opportunity rather than a threat. They began repositioning branches as member engagement hubs focused on deepening relationships through cross-selling relevant products and delivering personalized financial education. This wasn’t just a “philosophical” change—it was a competitive necessity against digital-native competitors targeting younger demographics with seamless personalization. This evolution fundamentally changes staffing needs. The model of dedicated tellers handling a steady stream of transactions no longer matches reality. Instead, branches need universal bankers and advisors who can handle complex, relationship-oriented interactions. They need employees who can transition fluidly from opening a new checking account, to discussing refinancing options, to explaining the benefits of a business line of credit. The growing use of appointments, video banking, and digital pre-servicing supports this transition. When members book ahead and share their visit purpose in advance, staff can prepare for higher-value conversations before anyone walks through the door. Documents can be pre-reviewed, relevant product information gathered, and the right specialist identified. Branch workforce management is the operational layer that makes all of this possible. It ensures the right mix of universal bankers, specialists, and remote experts are available when and where members need them—whether that’s Tuesday morning at the downtown branch or Thursday evening via video from home. The Core Challenges of Branch Workforce Management for Credit Unions Managing the workforce effectively across credit union branches presents unique challenges that differ significantly from what a large national bank might face. Understanding these pain points is the first step toward solving them. Inconsistent and Unpredictable Traffic Patterns Member visits vary dramatically by day and time, with seasonal spikes during RRSP/IRA contribution season, back-to-school loan periods, and year-end lending pushes. Local events—a nearby employer’s payday, a community festival, a major business closure—can drive sudden surges that no historical pattern predicted. Smaller Teams with Less Flexibility Unlike large national banks that can maintain excess capacity as a buffer, many credit unions operate with lean branch teams. Shared staff across locations means one person’s absence ripples across multiple sites. There’s simply no margin for error in scheduling. Elevated Member Expectations Members expect near-zero wait, on-demand service across channels. They want continuity with preferred advisors, seamless transitions between digital and in-person interactions, and the same level of service whether they walk in at 10 a.m. or need help at 7 p.m. Persistent Manual Processes As of now, many FIs still rely on spreadsheet-based schedules, paper sign-in sheets, and one-size-fits-all staffing templates that don’t reflect actual demand. These tools worked when branches processed predictable transaction

Coconut Software Launches Multi-Lines of Business (Multi-LOB) to Break Down Silos and Drive Cross-Bank Growth

Coconut Software’s new Multi-Lines of Business solution helps banks and credit unions break down silos, connect all lines of business, and ultimately operate as one bank—all while maintaining strict security, privacy, and control. FOR IMMEDIATE RELEASE | SASKATOON, SK —Coconut Software is redefining how financial institutions run their branches—with AI-powered Intelligent Branch Solutions that connect operations, workforce planning, and customer engagement in one unified platform. Today, the company announced the launch of Multi-Lines of Business (Multi-LOB), a new capability designed to help financial institutions break down silos and operate as one bank—while maintaining the security, privacy, and control required across all lines of business. “Banks don’t want to function in silos, but it’s very complicated when all lines of business operate independently of one another,” says Katherine Regnier, CEO, Coconut Software. “That’s why we are proud to launch Multi-LOB: It gives institutions a way to unify how they serve customers across departments while still respecting the regulatory and operational boundaries each business unit requires. The result is a more connected client experience and a more efficient, growth-oriented organization.” The key capabilities of Coconut Software’s Multi-LOB include: Structured Access: Configure multiple lines of business (Retail, Wealth, and Commercial) within a single Coconut instance, while maintaining strict data separation, permissions, and enterprise control. Shared Client Profiles: Maintain a unified client profile across departments with configurable visibility, ensuring teams have the right context without compromising privacy or compliance. Cross-Booking: Enable advisors and staff to book and join meetings across lines of business, accelerating referrals and creating seamless, trackable hand-offs. “Multi-LOB fundamentally changes how banks think about growth,” says Regnier. “Instead of referrals falling through the cracks or clients repeating themselves across departments, every interaction becomes an opportunity to deepen the relationship. The other benefit: Customers now feel like they are receiving a consistent experience across all departments. One bank. One customer. That’s the goal.” By eliminating manual hand-offs and disconnected systems, Multi-LOB helps financial institutions increase wallet share, accelerate cross-sell cycles, and reduce administrative overhead. The long-term benefits of this new solution are twofold: Leaders gain enterprise-wide visibility into performance, while teams spend less time coordinating internally and more time serving customers. Learn more about Multi-LOB here. For more information, visit https://www.coconutsoftware.com/demo. About Coconut Software Coconut Software is redefining how financial institutions run their branches with AI-powered Intelligent Branch Solutions that unify operations, workforce planning, and customer engagement in one platform. By combining AI-driven insights with enterprise-grade appointment scheduling, in-branch queuing, video banking, and workforce optimization, Coconut helps institutions forecast demand, optimize staff allocation, and deliver seamless customer experiences—driving stronger branch performance. Trusted by 200+ banks and credit unions across North America, including RBC, Mountain America Credit Union (MACU), and M&T Bank, Coconut Software helps financial institutions streamline branch traffic, optimize workforce planning, and accelerate revenue growth. Visit coconutsoftware.com to learn more. Media Contact: Coconut Software | media@coconutsoftware.com

Resilient Staff = Stronger Revenue. The Workforce Strategy Banks Can’t Ignore

In a nutshell 🥥 In 2026, banks are realizing that growth doesn’t come from technology alone. It comes from people. According to Coconut Software’s 2026 Retail Banking Trends Report, workforce strategy, and making branch staff as resilient as possible with the right tools and support, is now being directly tied to profitability and actioned overtly as a key priority this year. Staff capability, availability, and alignment aren’t just operational concerns—they impact deposit conversion, loan growth, and customer lifetime value. A stronger workforce is achieved through proactive people-first management, training, and software and tools that allow your branch staff to excel with customers. Why Workforce Resilience is Critical for Banks and Credit Unions The banking industry is coming face to face with a problem it hasn’t fully confronted in the past few years: A workforce “resilience gap.” Even with advanced digital tools, a push for self-serve, and the roll-out of (sometimes successful) AI agents, staff burnout, misaligned schedules, and inefficient workflows can silently erode revenue, not to mention morale.  Here’s what the staff burnout story looks like from a business perspective: Foot traffic peaks on Monday mornings and Friday afternoons, yet many branches operate on static staffing plans. Fragmented systems force staff into repetitive administrative tasks rather than high-value advisory conversations. A lack of insight into customer history, preferences, and appointment reason leave staff frazzled, unprepared, and ultimately unable to help the customer. Low employee satisfaction leads to turnover, which reduces trust and disrupts the customer experience. The impact? According to many banks and credit unions with staffing at the top of their strategy list: Too many missed opportunities with customers and employees alike. Not to mention slower service, minimal conversations, and a structural ceiling on growth.  That’s why this area is such a marked priority for financial leaders heading into 2026, especially those looking to truly differentiate and compete right now. This, as well as other trends, are revealed in Coconut Software’s 2026 Retail Banking Trends Report, which looks into why, why, and how banks are doubling down on areas like staff resilience, AI, and the future of the branch. The Workforce Resilience Trend: A Bank’s Biggest Strategic Push this Year The freshly published report, which pulls from proprietary data and collaborations with researchers and thought leaders in the financial space, highlights this critical shift, and how it has transformed as a priority: THEN NOW Staff management was seen as a back-office, HR concern Workforce strategy is a core revenue driver Scheduling and training were reactive Data-driven alignment ensures staff meet customer demand efficiently Advisory conversations depended on luck and availability Staff are empowered with tools and insights to deliver high-value interactions consistently By combining intelligent workforce management tools, real-time scheduling, and skills-aligned deployment, banks can ensure employees spend less time on low-value tasks and more time building relationships that drive deposits, loans, and cross-product adoption. Move Over Robots, Make Room for Staff: The “Human + AI in Banking” Advantage Coconut Software’s report also digs into 5 other areas trending with leading banks this year, including hybrid banking (i.e. omnichannel banking), the branch of the future, and the Great Wealth Transfer. On the tips of everyone’s tongues, though, is the keyword that has been trending for years, and continues to shift across industries: Artificial Intelligence. In contrast to previous thought, automation is not being seen as a cheap replacement for humans. In fact, the tide has turned according to this year’s report:  AI and technology are powerful—but only when they support staff, not replace them. Empowered employees who have the right context, the right training, and the right tools can: Deliver more effective advisory conversations Respond to customer needs proactively Increase conversion rates across deposits, loans, and wealth products In other words, your staff are the bridge between operational efficiency and customer trust. Investing in workforce resilience isn’t a cost—it’s a multiplier for revenue and loyalty. Your Next Steps: Get the 2026 Bank Trends Report. Compete where it counts. Strong branch performance comes down to having the right people, tools, and processes in place when customers need them most. Many banks are still figuring out how to balance advisory expertise, meaningful customer engagement, and operational efficiency without overloading staff. The 2026 report explores how leading banks are solving these challenges, helping branches improve performance, strengthen customer relationships, and drive measurable growth. It also prompts serious questions banks should be asking if they’re looking to maximize branch performance, like: Are high-value advisory skills staffed during peak demand? Are employees equipped to convert every interaction into measurable growth? Do operational systems free staff to focus on revenue-generating activities, or bog them down in administrative work? The answers can define your branch workforce management, customer satisfaction, and ultimately, your competitive edge. It’s your turn to question your strategy, and where your financial institution is in its trend transformation. Download the report here. Frequently Asked Questions Why is staff resilience important for bank performance? Staff resilience ensures employees can handle workload peaks and deliver high-value advisory conversations. Strong, well-supported staff drive operational efficiency in banking, increase customer trust, and improve key metrics like deposit growth, loan growth, and account opening growth. How does workforce alignment affect revenue? When branch staffing, skills, and schedules are matched to customer demand, staff spend more time on revenue-generating advisory interactions. This alignment directly supports meeting your growth targets, while also improving workflows, limiting service disruptions, and maintaining an experience that builds loyalty in customers. Can technology improve staff resilience? Yes. For instance, AI supports and workforce management tools reduce administrative burden, optimize scheduling, and provide staff with the insights they need to focus on high-value interactions. This ensures teams can support hybrid banking models and improve omnichannel banking experiences. What happens if staff aren’t properly supported? Without proper support, staff face burnout, slower service, and decreased advisory effectiveness. This can reduce conversion rates, and negatively impact your overall success rate. How can banks measure staff effectiveness? Monitoring the following key metrics helps optimize queue management in banks

How To Solve For Dreaded Staff Shortages in Banks

In a nutshell 🥥 Bank staff shortages have significant impact on both employees and customers, as well as managers and others in leadership positions who want to equip their staff with everything they need to streamline operational efficiency, support bank deposit growth, and most importantly, provide a winning customer experience. But what can bank leaders do to combat the effects of being short staffed? By implementing smarter technology and using real data to drive staffing decisions, you’ll be equipping your branch staff with all the information, tools, and time they need to best serve your customers. Staff Shortages in Banks: An Ongoing Challenge Staffing shortages are a familiar story for most financial institutions. Picture it: It might be a Saturday morning and customers and members are piling into your branch. They’ve come after a long week of working to make deposits, ask questions about their financial health, and apply for loans for a new car, but there’s one problem—you’re understaffed. Phones are ringing, would-be customers are walking out the door without being seen, advisors are running behind, and frontline tellers are in dire need of a break. This chaotic scene, caused by staff shortage in banks and credit unions, is far too common across financial institutions today.   In fact, over the past few years, two-thirds of financial institutions see retaining their staff as a major concern. With the rise of fintechs offering remote work and a highly competitive job market, finding (and hanging onto) the staffing you need can feel almost impossible.  “Recent surveys show about half of financial institution staff are considering leaving their jobs, largely due to outdated systems that bog them down with administrative tasks.” – The Financial Brand Bank staff shortages can quickly wear down the employees and advisors, and cause managers and others in leadership positions to feel like they’re grasping at straws. So what can credit unions and banks with staffing shortages *actually* do?  The answer lies in embracing banking software tools, improving staff efficiency, and using data judiciously to plan for your branch’s success.  Let’s take a look at some of the common pain points associated with bank staff shortage for employees, advisors, and management, and then unpack how they can be improved with the right set of solutions—and better data.  Why are There Staffing Shortages in Banks? 4 Financial Industry Challenges A high-performing frontline staff is crucial to any financial institution’s growth. Amazing customer service leads to customer loyalty and retention, which in turn results in more products sold. But when employees exceed their bandwidth due to a bank staff shortage, the whole FI suffers along with them. Banking labor shortages raise many issues for your team, including but not limited to: Staff burnout  Staff shortages in banks mean employees and advisors are left with a growing number of customers and members to serve—the lines, wait times, and handle times are longer, and the workload is tripled. This ratio also contributes to negative customer experiences as they aren’t given the time and attention they deserve.  These issues also contribute to decreased employee satisfaction and high employee turnover numbers. For instance, as reported in 2024, “52 percent of managers and 49 percent of staff are contemplating leaving their jobs within the next 12 months due to low job satisfaction.” Tellers, advisors, and floating staff are burnt out, and retaining talent is getting even trickier.  No prep time When a branch is understaffed, employees often have no time to prepare for customer conversations, which leads to longer handle times, longer queues, and a rushed experience for the customer or member. Constant schedule changes When employees are sparse, those who are available to work face a lot of unpredictability and inflexibility with their schedule. Requests for vacation days may be declined more frequently, and team members have to fill in for sick coworkers more often.  To make matters worse, if the branch they’re working for has no appointment scheduling software in place, employees who are filling in have no clear view of the day ahead, leaving them feeling underprepared and overwhelmed.   Lower quality of service Overworked employees struggle to deliver high-quality, personalized service that can set a bank apart from its competitors. If staff aren’t equipped with a central system to store and access customer information, this problem is further exacerbated.  Staff may need to spend ample time navigating between different tools to find customer details they need—i.e. who the customer or member has spoken to recently, products they already have, and new product recommendations that align with their needs can be difficult to pin down before a visit, especially when time is already short. This type of experience leaves the client feeling slighted and not prioritized. How can banks improve employee productivity? DYK? If you’re wondering how to improve bank staff efficiency and productivity, you should start by looking at the data.  What are your advisor’s average appointment lengths?  How many walk-ins does your branch see on average?  What do queue wait times look like on a busy day? By answering questions like these, banks and credit unions can plan ahead for busy days, communicate better with employees, and adjust areas that might be lacking in efficiency. How Bank Staff Shortages Affect Leadership When a bank or credit union is short-staffed, disgruntled customers and overworked employees aren’t the only ones negatively impacted. Management and operations administrators are often faced with difficult problems as well. Scheduling advisors Figuring out the best schedule for your advisors can be difficult if you’re not tracking the ongoing activity of each branch. You might have advisors working from the afternoon until the early evening to catch customers and members getting off work—when what your branch really needs is a morning staff available to handle entrepreneurs and stay-at-home parents. This creates a double whammy of understaffing in the morning and overstaffing in the afternoon. Underutilizing floating staff Assigning floating team members to improve bank staff efficiency can feel like total guesswork. There’s nothing worse than ending up in an understaffed busy location while floating staff members twiddle their thumbs at the empty branch across town. Without branch-specific data driving