In our latest edition of the Growing Credit Unions Podcast we sat down with three credit union industry leaders to explore how online appointment booking is now essential technology for any credit union.

In this dynamic panel discussion we covered:

• Why online appointment booking is critical for credit unions
• How appointment booking captures digital leads beyond traditional banking hours 
• How online appointment booking and lobby management enhance the member experience
• How online appointment booking tools bring visibility to key member engagement metrics
• Key best practices and change management recommendations for other credit unions implementing an appointment booking tool

IN THIS INTERVIEW:

[1:45] Key challenges to credit unions growing business online
[3:36] How do we keep a community connection in a digital environment
[5:10] Transitioning from digital engagement to personal 1-2-1 discussions - 84% of member still want to talk to a person
[9:55] The benefits of online appointment booking tools for credit unions
[13:50] Change management required to adapt to accommodate online appointment booking
[17:00] The visibility online appointment tools bring credit unions with member engagement metrics such as no show rate, meeting success, most common member requests, staff appointment volumes, outbound call productivity, time of day trends for appointments and direct member appointment feedback
[23:11] The importance of building a process to match the right advisor to the right member for a specific need
[23:55] Making sure the member is prepared
[26:52] Other best practices and considerations when implementing an appointment booking tool
[30:55] What members are saying about the appointment booking experience
[35:16] What other changes or innovation has this inspired?
[42:25] Creating a seamless experience for the member
[44:25] The importance of lobby management
[48:55] The future - where is this all going?


TARA SEVIGNY
MANAGER, CALL CENTRE, ALTERNA

Tara leads the continuous improvement, innovation and execution of all Contact Centre operations for Alterna Savings and Alterna Bank. Tara’s core responsibilities include the development and execution improvement of operations and the continuous improvement of the member/customer experience.

MATT LUKAS
DIRECTOR, MEMBER EXPERIENCE, YNCU

Matt Lukas leads YNCU’s Member Experience retail and digital channels through strategy development and employing Lean enterprise methodologies. His work in the Credit Union system over the last 11 years has ranged from Advisory leadership, Branch leadership and Retail channel, product and workforce innovation. He believes that the future of banking lives in both digital and analog spaces and is working to create valuable intersection points for YNCU’s Members.

KATHERINE REGNIER, 
CEO, COCONUT SOFTWARE

Katherine is the Founder and Chief Executive Officer Coconut Software. In 2011, she quit her job at 3-months pregnant to solely focus on Coconut. Since then she has led the company through venture capital funding, strategic partnerships and rapid growth that has brought the company to where it stands today