FMSI blog Archives

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Aug

By Leanne Sinclair Business Consulting, FMSI blog No Comments

What’s Booking Your Appointments in 2027?

As 2027 budgets take shape, ask your team a simple question: is a phone call and a shared calendar running your branch appointments, or a system built to do the job? That answer is quietly shaping your no-show rate right now. A missed appointment doesn’t just cost 30 minutes of an advisor’s time. It costs […]

Aug

By Leanne Sinclair FMSI blog, FMSI Events No Comments

Meet FMSI at the ACU Ops & Tech Conference 2026

Las Vegas is about to fill up with credit union operations, technology, and member experience leaders, and FMSI will be right there with them. We’re proud to be a sponsor of America’s Credit Unions’ Operations and Technology Councils’ Conference 2026, running September 21–24 at Caesars Palace. We’d love for you to stop by Booth 614 to […]

Jul

By Peter Klukowski Business Consulting, FMSI blog No Comments

How Prepared Branch Staff Drive 3x More Cross-Sell

Prepared branch staff don't need to sell harder. They need the capacity to sell at all. Here's how demand-based scheduling, smarter appointments, and the right lobby routing turn freed-up staff time into the conversations that drive cross-sell - plus the four moves that make it repeatable.

Jul

By Peter Klukowski Business Consulting, FMSI blog No Comments

The Future of Bank Branches

For twenty years, the story about the future of bank branches has been a countdown to zero. Digital would win, foot traffic would vanish, and the branch would follow the video store into history. Half of that story is true. The other half is where community banks and credit unions are about to win.

Jul

By Peter Klukowski FMSI blog No Comments

The Virtual Queueing Solution, Explained: How Virtual Lines Cut Walk-Outs and Complaints

A customer walks into your branch to open a business account. Three people are ahead of them, nobody has said how long the wait will be, and a few minutes later they walk back out the door. Nearly half of retail bank customers will wait no longer than ten minutes before giving up, according to Verint’s research on […]

Branch Analytics: 33 Metrics banks Should Track

Jul

By iwdadmin FMSI blog No Comments

Branch Analytics Guide: 33 Metrics Every Bank Ops Leader Should Track

Branch analytics is the practice of collecting, measuring, and acting on data from your branch network: foot traffic, wait times, staff utilization, transaction patterns, and the revenue outcomes they drive. Done well, it turns the branch from a cost center you manage by instinct into an asset you manage by evidence.