Delivery Channels

Delivery Channels

By Mark Manicone | June 12, 2017

In four years, Wright-Patt Credit Union has introduced 30 personal teller machines and expanded into a new market.

By Erik Payne | May 22, 2017

Studies show open offices have lower morale and productivity as well as increased sick days. Here’s how the concept is evolving and what’s on the horizon.


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By Sharon Simpson | May 22, 2017

The right competitive intelligence to drive objective branching decisions is just a click away.

By Erik Payne | May 8, 2017

Rogue, Indiana Members, and Collins Community credit unions dish lessons learned from years of collective experience.

By Michelle Parker | Oct. 3, 2016

Which 10 credit unions top the list for largest branching network?

By Callahan & Associates, Inc. | Sept. 29, 2016

Callahan & Associates and Betsy Pruitt, online marketing manager at Redstone Credit Union, discuss how the cooperative's small marketing staff used email analytics and automation to help sell thousands of new checking accounts.

By Marc Rapport | Aug. 1, 2016

White-labeled app offers combine local and national coupons, drawing business right out of the gate at Frankenmuth and MidUSA credit unions.

Boosting revenue, reducing expenses, and managing risk are the keys for mobile banking app success.

By Susan Levi Wallach | July 11, 2016

A new mobile loan application platform has extended and unified the Indiana credit union’s online presence.

By Marc Rapport | July 11, 2016

How Redstone Credit Union’s small marketing staff used email analytics and automation to help sell thousands of new checking accounts.

By Marc Rapport | June 9, 2016

PSCU reports “a couple hundred thousand dollars” in saved chargebacks already as the big card brands prepare solutions to perceptions of chip card speed trap.

By E.C. Harrison | May 30, 2016

To retain possibly restless new hires, credit unions are investing in ideation programs, career development, and community service.

By Marc Rapport | May 19, 2016

Examiners expected to follow new mobile rules from joint regulator council.

By E.C. Harrison | May 3, 2016

Eric Givens, senior director of digital banking at Arizona Federal Credit Union, talks technology and understanding what makes millennials tick.

By PSCU | April 25, 2016

Empowering employees to provide top-shelf member service requires careful selection, training, follow up and attention to their wellness.

By Marc Rapport | April 25, 2016

How two credit unions monitor quantity without forgetting about quality when they measure contact center performance.

By Erik Payne | March 14, 2016

After only a few years, two new offices in Washington, DC, are responsible for 60% of the mortgage loan growth recorded by United Nations Federal Credit Union.

By SWBC | March 7, 2016

A solid indirect payment solution can lead to strong relationships with new borrowers and multiple potential income streams.

By Marc Rapport | Oct. 29, 2015

Everybody and nobody, depending on how you and these industry stakeholders look at it.

By Janet Lee | Oct. 15, 2015

The number of credit union branches has risen since midyear 2014, but deposit market share is holding steady.

By Marc Rapport | Oct. 13, 2015

BAI Retail Delivery message: Don’t throw the baby out with the bathwater as new age of mobile banking dawns.

By Erik Payne | Sept. 7, 2015

LAFCU implemented interactive teller machines nearly three years ago. How did the Michigan cooperative encourage members and employees to adopt this new technology?

By Sharon Simpson | Sept. 7, 2015

Finding the right employees to connect with members through video technology can be a challenge, but it doesn't have to be.

By Rebecca Wessler | Sept. 7, 2015

Video tools such as interactive and personal teller machines have the potential to reshape the credit union branch. What should institutions know about this technology and how are some credit unions deploying it?

By Marc Rapport | Aug. 13, 2015

Tracking firm reports a decline in consumer use while credit union processors say they’re seeing increasing adoption.

By Marc Rapport | March 19, 2015

No fraud, no hurry for credit unions are takeaways from the latest scuttle on the Apple Pay watch.

By Rebecca Wessler | Feb. 17, 2015

This week, shines a light on six cooperatives that have embraced the nonphysical side of banking.

By Marc Rapport | Feb. 16, 2015

Extending hours with fewer staff is just one of the virtues of virtual technology at Park Community Credit Union.

By Janet Lee | Feb. 16, 2015

Consumers expect a seamless, real-time, consistent, and engaging experience in all their banking channels.

By Marc Rapport | Jan. 8, 2015

College football game a sign of things to come? Some vendors jump in, others stay on sidelines as bitcoin usage grows.

By Marc Rapport | Nov. 3, 2014

Mobile banking, the regulatory burden, terror financing and even the interchange cap were fair game on opening day at Money 20/20.

By Marc Rapport | Oct. 16, 2014

Expanded mobile footprint outpaces social media atop priorities for presidents polled at Fiserv credit union confab.

By Erik Payne | Oct. 13, 2014

The annual Technology Priorities Survey from Callahan & Associates reveals how cooperatives are building better digital interactions with their membership, one click and tap at a time.

By Marc Rapport | Sept. 4, 2014

New hardware technologies are emerging, ready or not, and they’ll have an impact on credit unions.

By Aaron Pugh | July 7, 2014

One California credit union lets members virtually apply for and close almost any loan imaginable.

By Sharon Simpson | June 30, 2014

Jay Tkachuk, vice president of online services for Security Service FCU, discusses why the credit union built its own online banking platform, how its online services have paid off, and why a long-term view is critical.

By Alix Patterson | June 30, 2014

The best multichannel strategy requires designing functions and features specifically for that medium.

By Sharon Simpson | June 16, 2014

The right employees ensure positive experiences while a preview of the technology produces enthusiastic member advocates.

By Aaron Pugh | June 16, 2014

With a little imagination and effort, any cooperative can afford virtual agents, ultra-efficient contact centers, and click-for-a-call capabilities.

By Aaron Pugh | June 13, 2014

How everyday, everywhere access to membership is changing the nature of product and service recommendations.

By Sharon Simpson | June 2, 2014

Besides having strong tech skills, video tellers must be comfortable on camera and capable of making decisions.

By Aaron Pugh | June 2, 2014

New technology combines the relationship-building benefits of the branch with the barrier-busting reach of remote capabilities.

By Drew Grossman | May 21, 2014

Fast food restaurants are cross-selling, shortening lines, and avoiding mistakes by using ordering terminals.

By Callahan & Associates | Dec. 17, 2013

New York-based AmeriCU Credit Union launched teller kiosks and increased self-service transactions throughout its membership.

By Aaron Pugh | Oct. 21, 2013

First Tech shares why credit unions sometimes need to run counterintuitive to the herd in order to stay true to themselves and their members.

By Sharon Simpson | Aug. 5, 2013

BECU’s VP of Member Solutions discusses why there will always be a place for the branch.

By Jennifer Davis | Aug. 5, 2013

Mazuma is fostering a relationship between a new branch location and its members a year before the physical building exists.

By Drew Grossman | July 8, 2013

Lake Trust Credit Union is the first to offer the MasterPass by MasterCard mobile wallet platform.

By PSCU | July 8, 2013

Why credit unions must prepare for the inevitable progression toward mobile payments.

By Callahan & Associates | June 25, 2013

Learn how one credit union built a technology-laden “branch of the future” for less than a $225,000 and is reaping the benefits.

By Aaron Pugh | April 22, 2013

Members who more readily accept new self-service options are a market segment worth cultivating.

By Alogent | April 15, 2013

Building the proper institutional framework will allow credit unions to capture all of the momentum behind this evolving channel.

By Aaron Pugh | April 15, 2013

A Q&A on brick-and-mortar strategies with the CEO of OnPoint Community Credit Union.

By Aaron Pugh | April 8, 2013

How to use readily available resources, people, and technology to trim the excess and hit your efficiency stride.

By Aaron Pugh | Nov. 8, 2012

Re-envision branch strategy and rediscover your faith in brick-and-mortar.

Partner Perspective
Taking The Reins Off ATMs

By Cardtronics | Nov. 5, 2012

Follow these steps to create high-value member experiences before, during, and after the transaction.

By Callahan & Associates | Nov. 5, 2012

A credit union emphasizes virtual access over brick-and-mortar but sees value in strategic location placement.

By Aaron Pugh | Nov. 5, 2012

Alternative branching strategies can help carve out a foothold in the community, but embracing space is key to ongoing development.

By Aaron Pugh | Nov. 5, 2012

An emphasis on cross-training, experience, and culture can make branch employees more productive and branch networks more fruitful.

By Aaron Pugh | Nov. 5, 2012

Technology can create branch efficiencies and versatility while enhancing member convenience.

By Aaron Pugh | Oct. 29, 2012

The contact center can become a powerhouse of loan activity with the right sales strategy.

By Aaron Pugh | Oct. 18, 2012

Call centers can gain more access to critical resources by fostering employee pride and encouraging bottom-up leadership.

By Aaron Pugh | Oct. 15, 2012

Credit unions are adjusting their branch strategies to better address member needs and maximize brick-and-mortar interactions.

By Callahan & Associates | Oct. 9, 2012

How changing member preferences and technology are impacting branch strategies.

By Aaron Pugh | Oct. 9, 2012

As credit unions bring older units up to current standards, they should also consider advanced options that will become more available in the years ahead.

Partner Perspective
Portal Paradox

By PSCU | Oct. 9, 2012

Credit unions can complement brick-and-mortar strategies and enhance their contact center’s reach with live chat.

By XTEND Inc. | Oct. 9, 2012

With the right approach, credit unions can have a willing, engaged audience for their outbound campaigns.

By Alogent | Oct. 9, 2012

Mountain America Credit Union positions itself for the future of self-service banking.

By Aaron Pugh | Oct. 9, 2012

A Q&A on brick-and-mortar strategies with the CEO of OnPoint Community Credit Union.

By Aaron Pugh | Oct. 9, 2012

Hanscom Federal turned to outbound calling to onboard members but uncovered a primary channel for loan growth along the way.

By Rebecca McClay | Sept. 26, 2012

The second day of ACUMA's 2012 conference includes a session on targeting the younger generation.

Partner Perspective
Why Tellers Still Matter

By Alogent | Sept. 24, 2012

The role of frontline staff will be enhanced by new technology, not replaced by it.

By Aaron Pugh | Aug. 28, 2012

The mobile payments race is turning into a war for wallet space.

By Callahan & Associates | Aug. 27, 2012

By designing an all-inclusive mobile app, American Heritage Federal Credit Union is cutting teller transactions and prepping for the future.

By Aaron Pugh | July 18, 2012

A Q&A on pioneering in the payments space with the Chief Information Officer of CoVantage Credit Union.

By Aaron Pugh | June 13, 2012

Smartphones can’t replace cash, but they can help members access it on the go.

By Cummins Allison | May 21, 2012

Credit unions can drive lobby engagement and increase cross-sell opportunities, especially among members with a $75K-plus household income.

By Aaron Pugh | May 21, 2012

Electronic wallets need to be as portable and easy-to-use as physical wallets, says CoVantage CIO Robert Van Abel.

By Aaron Pugh | May 16, 2012

Here are three trends to expect with products that draw consumers to pay up front, even when they have to pay more.

By Rebecca McClay | May 8, 2012

Residents of Vashon Island, WA, partnered with a credit union to open a branch that drew 16% of the local population in its first year.

Partner Perspective
Get Your Tellers In The Game

By KIVA Group, Inc. | May 7, 2012

Front-line staff should be supported with advanced sales tools and service information.

By Aaron Pugh | May 7, 2012

A Seattle credit union moves from in-store locations to full size branches, enhancing service capabilities and allowing for new growth.

By Aaron Pugh | May 7, 2012

A branch transfer in Louisiana benefits all parties and creates a place for members uprooted by Katrina.

By PSCU | May 7, 2012

Credit unions can improve this department’s member service expectations and help them achieve sales and revenue objectives.

By Lydia Cole | May 7, 2012

Credit unions with larger branch networks have higher expenses and higher income levels.

By Alix Patterson | Jan. 16, 2012

Credit unions are deploying innovative ways to expand their footprint – both physically and virtually.

By Rebecca McClay | Jan. 16, 2012

A rigorous knowledge-based performance training program has yielded a stronger and more independent frontline staff at Justice Federal Credit Union.

By Callahan & Associates | Jan. 1, 2012

Providing 24/7/365 support is vital to member satisfaction and loyalty. Test

By Aaron Pugh | Oct. 3, 2011

CommunityAmerica uses diverse branch types and an emphasis on relationships to ensure brick and mortar is worth building.

By Aaron Pugh | Oct. 1, 2011

Credit unions forfeit an aerage of $30,000 per year, per branch in undue labor costs, but next generation infrastructure can rein in expenses and streamline the member experience.

Partner Perspective
Playing The Mobile Market

By Q2 | Sept. 12, 2011

Credit unions need a strategic plan to enter this fast-paced mobile market, where the options seem endless.

By | Aug. 15, 2011

Credit Union 1 closely monitors the payment landscape in a remote Alaskan market.

By Thomas Cullen | Aug. 1, 2011

This New York credit union has taken its cooperative on the road. Literally.

Partner Perspective
The Magic of Video Banking

By NCR (uGenius Technology) | Aug. 1, 2011

Video banking creates a convenient and profitable branch network.

By | Aug. 1, 2011

This New York credit union has taken its cooperative on the road. Literally.

By Branch Development Group | July 18, 2011

Customer transaction behavior is changing. But how should your delivery strategy change in response?

By Thomas Cullen | June 14, 2011

Small businesses need help, consumers don't like fees, and your credit union needs a mobile strategy.

By Alogent | May 23, 2011

The right mobile deposit solution directly influences adoption rates. Boost your chances of success by delivering the best user experience.

By Infratel US | May 23, 2011

New trends in the blending of technology allow credit unions to strengthen member relationships while increasing revenues.

By Rebecca Wessler | May 13, 2011

The nation’s most successful retailers put a lot of thought into their brick-and-mortar floor design. Why shouldn’t credit unions?

By | May 2, 2011

Credit union members live in a fast-paced, need-it-now world. They expect their financial institutions to be fast and responsive, too.

By Callahan & Associates | April 1, 2011

What can RDC do for your credit union?

By Callahan & Associates | April 1, 2011

What features do members look for and how can credit unions successfully deploy this technology?

By Aaron Pugh | March 7, 2011

Virtual channels offer convenience and sharpen the services that bring members into credit unions.

By Rebecca Wessler | March 3, 2011

The economy is picking up speed; bank branches are picking up as well … to leave.

By Alix Patterson | Feb. 17, 2011

What can an Internet company teach us about old-fashioned call center support? A lot.

By Aaron Pugh | Feb. 9, 2011

Post-acquisition is no time to let the dust settle. After gaining 11 branches and numerous financial relationships from a local bank this summer, Royal Credit Union made sure to hit the ground running.

By Alogent | Feb. 7, 2011

Is your credit union falling behind?

By Callahan & Associates | Jan. 31, 2011

Call center metrics help a credit union assess the overall performance of the call center and its agents.

By Rebecca Wessler | Jan. 27, 2011

As part of the credit union’s strategic game plan, the call center at State Employees’ Credit Union originates all types of loans.

By Aaron Pugh | Jan. 27, 2011

Card issuers, mobile providers, and third-party companies are in a race for mobile commerce and the future of consumer payment technology.

By Aaron Pugh | Jan. 19, 2011

What is the real value of social media?

By Thomas Cullen | Jan. 17, 2011

One California credit union deploys remote services to optimize member convenience.

By Aaron Pugh | Jan. 10, 2011

Palisades Federal takes its branching strategy to the street.

By Aaron Pugh | Jan. 3, 2011

Remote teller systems provide more than a decade of convenience, safety, and efficiency for one Baltimore credit union.

By Callahan & Associates | Jan. 1, 2011

Branch design should increase opportunities for members to interact with branch personnel.

By Callahan & Associates | Dec. 23, 2010

The right mix of development and communication strategies ensures members will use online delivery channels.

The Paper Caper

By Aaron Pugh | Dec. 23, 2010

Convert paper statement diehards to eStatements without breaking budget.

By Aaron Pugh | Dec. 23, 2010

The industry's high-tech solutions at a glance.

By Aaron Pugh | Dec. 14, 2010

Pixelated codes catch the attention of an elusive customer base.

By Aaron Pugh | Nov. 22, 2010

The evolution of remote deposit finds credit unions on the mobile forefront.

By Aaron Pugh | Nov. 2, 2010

Don’t forget the Groupon.

By Thomas Cullen | Oct. 7, 2010

Blockbuster didn’t adapt fast enough for an industry in flux. Credit unions can learn from the retailer's mistakes.

By Callahan & Associates | Oct. 1, 2010

The inability to communicate during a disaster erodes confidence in your credit union. Knowing how to communicate is essential long before disaster strikes.

A Labor Of Love

By Aaron Pugh | Sept. 13, 2010

How Royal Credit Union managed the largest and most ambitious acquisition in the industry’s history and, perhaps, changed the future of credit union expansion.

By Aaron Pugh | Sept. 2, 2010

With differing opinions on the role technology should play in a financial institution’s Gen Y outreach, the education element should not be ignored.

By Aaron Pugh | Aug. 31, 2010

Credit unions are navigating some of the most ambitious purchase and acquisitions in industry history, but how might merging customers and employees from the banking world into your not-for-profit institution play out?

By Aaron Pugh | Aug. 26, 2010

The mobile solutions implemented by mainstream financial institutions, and their competitors, can be a dynamic strategy for attracting and securing the loyalty of America’s underbanked.

By Aaron Pugh | Aug. 19, 2010

Applying Augmented Reality Technology to the World of Finance.

By Thomas Cullen | Aug. 18, 2010

Citigroup pushes the model of the bank branch and sparks the question “How can credit unions constantly innovate?”

By Rebecca Wessler | July 14, 2010

Leverage the opportunities in your scholastic market to connect with a younger membership.

By Rebecca Wessler | July 1, 2010

Wright-Patt Credit Union doesn't just talk about being a different kind of financial institution, it embodies that differentiation.

By Brooke C. Stoddard | July 1, 2010

Credit Union 1 is the only state-chartered credit union in Alaska. Its field of membership includes residents and workers, who the credit union serves through its 15 branches--some reachable only by airplane--located throughout the vast state.

By Denise Senecal | April 29, 2010

Mango Financial reaches out to unbanked Gen Y consumers by offering low fees and an attractive branch.

By Rebecca Wessler | April 26, 2010

Addison Avenue provides its best practices on using its call center to improve sales and engage member activity.

By Lydia Cole | April 16, 2010

70% of call center operating costs are accounted for by HR. Beyond salaries, attrition costs, including recruitment and training, can have a large affect on the bottom line.

By Lydia Cole | April 12, 2010

Stanford Federal Credit Union allows its contact center employees to work from home.

By Rebecca Wessler | April 11, 2010

Struggling to retain you best call center agents? Follow these easy steps to create a successful representative –centric program.

By Callahan & Associates | April 1, 2010

Social media at its heart is a cross-marketing strategy… now make it so.

By Callahan & Associates | April 1, 2010

Credit unions can pump up static mobile sites with suites that offer web, text, voice, and customizable app capabilities.

By Lydia Cole | March 30, 2010

How do you calculate the cost of call center agent attrition?

By Chris Tissue | March 19, 2010

Big banks are following the earliest adopters of mobile check deposit technology.

Make the Call

By Rebecca Wessler | March 15, 2010

A five-point test to determine compatibility in call center partnerships.

By Leigh Anne Terry | March 8, 2010

Just a few short years ago, the buzz was all about "going green." Then the bottom fell out of the economy, and everyone's focus shifted to "saving green."

By Chris Tissue | Feb. 25, 2010

"In a retail space, there are three ways to turn customers on."

By Lydia Cole | Feb. 22, 2010

Address the reasons agents leave and decrease costly attrition.

By Kathleen Peterson | Feb. 15, 2010

Effectively managing a call center requires you to identify necessary competencies during the hiring process, as well as the guts to know when someone has to go.

By Lydia Cole | Jan. 26, 2010

The IRS’ call center should strive to meet credit union standards.

By Sam Brownell | Jan. 11, 2010

The story behind my decision to move my money from PNC to Lafayette Credit Union and what I believe credit unions can learn from it.

By Callahan & Associates | Jan. 1, 2010

Take a holistic view to determine if your branch network is optimized.

By Rebecca Wessler | Dec. 7, 2009

Credit unions across the country are forging call center partnerships in an effort to provide members with 24/7 care.

By Lydia Cole | Nov. 23, 2009

After reconfiguring their branch network and average branch size, Keypoint Credit Union, has seen significant increases in member relationships and a strong member migration to the online channel for transactions.

By Callahan & Associates | Oct. 1, 2009

Starting with data, credit unions can evaluate their current marketplace and delivery network to determine what is best for credit union growth and member needs.

By Lydia Cole | Sept. 21, 2009

I have a confession to make…my primary financial institution isn’t a credit union. It’s PNC.

By Dane Coalson | Aug. 31, 2009

International Airline Employees Federal Credit Union has never operated a teller line, yet grew its loan portfolio 24% and share balances 18% over the past 12 months. With help, this $29M institution has transformed itself into a virtual credit union.

By Sam Brownell | Aug. 24, 2009

According to Callahan & Associates analysis, a minimum of 15-20% of recently merged branch deposits find a new home during the year a merger or sale occurs. This suggests that between $1.8 and $2.4 billion from Guaranty Bank’s 162 branches will be “in play” over the coming year.

By Sam Brownell | Aug. 17, 2009

According to Callahan & Associates research, a minimum of 15-20% of “sold” branch deposits find a new home during the year a merger or sale occurs. This suggests that between $3 to $4 billion dollars from the 346 branches will be looking for a new home due to the Colonial Bank failure.

By Lydia Cole | Aug. 17, 2009

Credit union call centers have historically been focused on service rather than sales. Preliminary results from Callahan’s 2009 Credit Union Call Center Survey indicate 31.4% of credit union call centers have no active sales program. Another 34.3% of respondents have inbound or add-on sales only.

By Denise Senecal | Aug. 17, 2009

Online member feedback highlights opportunities to improve the credit union's service through better cross-channel coordination, communication, and follow-through.

By Ray Springsteen | July 27, 2009

According to Callahan’s Credit Union Call Center survey, 68% of credit union call centers ranked call quality as the leading measure to evaluate the performance of their agents.

By Ray Springsteen | July 20, 2009

Key strategies to improve call center service level performance and reduce member wait time.

By Callahan & Associates | July 1, 2009

A majority of credit unions surveyed in Callahan's Technology Guide anticipate adopting mobile banking in the next two years. Inudustry partnerships among the major mobile banking providers and other credit union industry suppliers are making it easier and more affordable for credit unions to implement mobile banking.

By Callahan & Associates | July 1, 2009

New enrollment technology allows NARFE Premier to more effectively recruit new members from a geographically diverse pool of potential members.

Partner Perspective
Small Branch Strategies

By Bancography | June 29, 2009

Branch convenience is paramount to members; it is the predominant venue for new account sales.

By Lydia Cole | June 8, 2009

Developing your credit union’s approach to sales management and coaching can improve cross-sell ratios, product penetration and overall growth.

By Lydia Cole | June 1, 2009

This data, from the Crowe Report on Branch Performance, demonstrates the differences in financial institution branches and staffing models.

By Lydia Cole | May 25, 2009

Which has more effect on branch performance: demographics or management practices? The answer seems to be: It depends.

By Teri Hoffman | Jan. 12, 2009

Bank mergers and acquisitions, both large and small, provide a crucial opportunity for increasing membership and deposits in credit unions, as typically twenty percent of the disappearing bank's deposits will change financial institutions within a year.

By Denise Senecal | Jan. 12, 2009

Technology and member education can help ensure mobile transactions are secure.

By Lydia Cole | Oct. 27, 2008

Does your credit union have a multi-pronged delivery approach? Knowing how members access the credit union and why they choose their preferred channels will help your MSRs and agents respond appropriately in a variety of sales situations.

By Lydia Cole | Oct. 20, 2008

Turmoil in the financial world can churn up deposits as consumers transfer funds to minimize losses or liquidate investments. Other influencing factors include mergers and failures in the financial industry. These shake-ups can have lasting regional consequences.

By Kathleen Peterson | Oct. 13, 2008

Call Quality Programs in call centers are an important element in monitoring and improving the Member’s experience, as well as measuring the effectiveness of people, process and technology.

By Callahan & Associates | Oct. 1, 2008

Four credit union executives give their perspective on how they are making decisions in 2008 based on delivery channels, managing staff, and investments in the coming year.

By Ray Springsteen | Sept. 1, 2008

High performing call centers that are aligned with the goals of the organization look at performance metrics in three areas: service performance, call quality and sales productivity.

By Kathleen Peterson | Aug. 18, 2008

Turnover in the call center is very much like a fuel leak - only the fuel that is leaking is talent. The impact areas to your operation are multiple, significant, and costly.

By Denise Senecal | Aug. 4, 2008

Mobile banking adoption by credit unions continues to trend upward, with the majority of credit unions surveyed in Callahan’s 2008 Technology Guide planning to invest in mobile banking technology over the next two years.

By Callahan & Associates | July 1, 2008

Many credit unions are evolving its virtual teller to anytime, anywhere virtual financial advisors.

By Brooke C. Stoddard | July 1, 2008

Keeping track of the fast-moving technology and separating the useful from the hyped is the job of IT specialists.

By Callahan & Associates | July 1, 2008

How are credit unions budgeting and spending for technology in 2008 compared to last year?

By Kathleen Peterson | June 2, 2008

Information is a form of currency in the digital age. The Call Center is a pure source of it.

By Ray Springsteen | May 26, 2008

For many credit unions, the call center plays an extremely important role in the organization. With a unit as important as the call center, selecting the right metrics to monitor is vital.

By Lydia Cole | May 12, 2008

Results from a recent nationwide credit union call center survey reveal key metrics for measuring call center productivity.

By Financial Supermarkets, Inc. | April 21, 2008

Successful in-store branching focuses on member relationship products, in-store sales and marketing measurement, and consistent management of service performance.

According to a Callahan survey on a recent webinar, credit unions add branches to meet three primary organizational goals – (1) search for growth opportunities, (2) convenience for existing members, (3) alleviate pressure on existing facilities. Branching methods for attaining these goals can vary widely.

By Lydia Cole | March 10, 2008

Among credit unions between $250 million and $1 billion in assets, 40% opened a new branch in 2007. Did their performance differ significantly from the 60% that didn’t open a branch?

By Lydia Cole | Jan. 21, 2008

In an increasingly competitive industry, multiple touch-points for members provide access, convenience, and a connection with the financial institution. What are some different ways that credit unions are expanding without the cost of a traditional branch?

By Nick Connors | Jan. 21, 2008

As credit unions react to an uncertain market, remote delivery channel options allow credit unions to cut costs and maintain high levels of member satisfaction.

By Pete Snyder | Jan. 7, 2008

Credit unions’ retail investment services programs have moved beyond early adopter and growth phases. How can your program expand and maintain productivity and quality?

By Lydia Cole | Jan. 7, 2008

Keep these three steps in mind when looking to expand your branch network.

By Jonathan Peterson | Dec. 31, 2007

Believing that members measure convenience with points of access, Texans Credit Union launches an aggressive branching strategy.

By Nick Connors | Dec. 31, 2007

Physical delivery channel options give credit unions the ability to better serve their membership. What questions should you ask in order to find the solution that works best for you?

By Sara Gaab | Dec. 31, 2007

Putting the member first is always a priority. Take your credit union customer service to a deeper level.

By Ray Springsteen | Dec. 24, 2007

In many credit unions the call center is the single most active member service and loan channel. At busy call centers working with a large concentration of members, satisfaction of the credit union overall is dependent on call center performance. Using the right metrics to evaluate call center performance is an important component for success.

By Ray Springsteen | Nov. 26, 2007

In most financial institutions a service level of 80% of calls answered in 20 seconds or less is standard. Credit unions can improve service level performance and reduce member wait time in many ways.

By Seena Faqiri | Nov. 12, 2007

Credit union branches are sprouting at a rate of almost 1,000 a year, but generally these are not the branches of small credit unions. With total office expenses rising 11.4% in 2006, even when credit unions outgrow their only branch, they find it very expensive to expand.

Partner Perspective
Start Spreading the Word

By CO-OP Financial Services | Nov. 5, 2007

Banks want consumers to believe they need to belong to a bank to avoid paying surcharges at the ATM, but this is absolutely untrue.

By Jay Johnson | Oct. 15, 2007

Better Branches, LLC is a CUSO formed out of SAFE Credit Union’s need for a more consistent service and cross-selling approach across their branch network. As with other collaborative CUSOs, Better Branches benefits from the strengths of its owners.

By Dane Coalson | Oct. 15, 2007

How do you identify the right fit for your credit union when it comes to choosing partners for in-store branching?

By CO-OP Financial Services | Sept. 3, 2007

In today’s ultra-competitive banking market there are a multitude of products and services members must consider when choosing a primary financial institution. What processes can your credit union employ to develop healthy retention and attraction of members?

By Nick Connors | Aug. 13, 2007

The call center is a vital component of any credit union's back office, and increasing its efficiency has become a key focus for many credit unions.

By CO-OP Financial Services | Aug. 6, 2007

Today’s consumers expect instant gratification, which is why credit unions must continue to emphasize convenience in all technological and marketing endeavors.

By Nick Connors | July 30, 2007

A long-time supporter of shared branching discusses how the credit union greeted shared branching with open arms. It was an opportunity to provide increased services for their members and it helped level the financial playing field.

By Corillian Corporation | June 25, 2007

Today’s credit union members expect to conduct business when they want, how they want and where they want—doing everything they can do inside their local branch quickly, easily, securely — and remotely.

By Jay Johnson | May 21, 2007

Credit unions are opening branches to attract new members and expand relationships across their membership. But do the investments achieve these objectives?

By Callahan & Associates | April 1, 2007

Expanding service and developing programs to help members “create wealth” are the principal focus for SECU (NC) in 2007.

By Denise Senecal | June 26, 2006

As credit unions look at ways to extend their convenience and attract new members, a new study reinforces the value of ATMs to maintaining relationships with online members.

By Total Member Care | June 5, 2006

In a world where technology has raised expectations to deliver on its promise of better and faster service, it is imperative that credit unions develop strategies that meets member needs.

By | April 24, 2006

There are many investments your credit union can make to delight members and increase their loyalty. Attention to detail and small improvements matter.

By Molly Francis | April 3, 2006

Credit unions have increased their branch network by 3.9 percent over the past year, expanding locations to serve more members.

By Denise Senecal | Jan. 16, 2006

Meeting the needs of members online must be an ongoing effort. New research provides insight for credit unions as they strive to meet these needs in 2006.

By Annie Sebastian | Jan. 9, 2006

As credit union call centers gain strategic importance, understanding the questions and issues related to call center structuring and managing is a necessary starting point.

By Melissa Murphy | Jan. 2, 2006

2005 demonstrated the changing role of ATMs. To remain competitive and member-focused in 2006, credit unions need to recognize the changing impact of this delivery channel.

By Melissa Murphy | Dec. 12, 2005

Three of the top ten credit unions are successfully meeting the cost vs. convenience challenge.

By Chip Filson | Dec. 5, 2005

In the credit union industry, heavy branching does not always correlate with growth. Chip Filson identifies several things credit unions can do to leverage their branches without the brick-and-mortar expense.

By Joe James | Nov. 7, 2005

Although credit unions cannot compete with banks in terms of their branch network coverage, many credit unions are developing innovative branching strategies and reaping results.

By Brad Myers | Oct. 31, 2005

While the natural tendency is to scale back expectations in the event of a disaster, credit unions need to over-prepare in their contingency plans.

By Brad Myers | Oct. 24, 2005

The Gulf Coast hurricanes illustrate how inter-dependent the credit union community is today. Reevaluating disaster recovery plans is more important than ever.

By Melissa Murphy | Oct. 10, 2005

Credit unions are finding new ways to streamline branch operations while increasing staff productivity and strengthening member relationships.

By | Sept. 26, 2005

Credit unions are continually challenged with using accurate metrics to measure and improve productivity, resource needs, and member satisfaction.

By APPRO Systems, Inc. | Aug. 29, 2005

Credit unions have a core mission to provide members with great service. Here are a few ideas for improving your member interactions.

By APPRO Systems, Inc. | June 27, 2005

As credit unions strive to achieve excellence in member service, call centers become the hub of member communications and the latest focus for generating revenue.

By Jay Johnson | June 20, 2005

Results from a recent Callahan survey indicate that the industry’s IT/ecommerce expenditures will account for 8-10 percent of operating expenses in 2005.

By Ed Callahan | May 30, 2005

Ed Callahan and Bucky Sebastian explore effective branching strategies and reevaluate the fundamental concept of a branch.

Lending nirvana is a four-step process representing the ultimate in online lending. The first step is to unify the front end experience and point of sale.

By Annie Sebastian | April 25, 2005

The branch is still the face of a credit union. Many credit unions are rethinking and expanding their design strategies to meet member needs.

By Melissa Murphy | April 4, 2005

If you build it, will they come? Many credit unions are building branches in retail stores to guarantee more exposure to members and potential members.

By Apropos Technologies | Feb. 28, 2005

Member service represents the front line of your organization, and a member’s experience is often measured by the way inquiries are handled by the contact center.

By Callahan & Associates | Jan. 24, 2005

By Joe James | Nov. 15, 2004

In real estate, a prime location is key. How does location play a role in the credit union industry? Find out which ten cities credit unions use most as their primary location.

By Dave Weiss | Oct. 18, 2004

With the number of credit union and bank branches steadily on the rise and real estate prices at an all-time high, credit union executives need to ask themselves a question that is fundamental to the success of their retail branching strategies: Are my institution's branches optimally located?