A significant refurbishment of Barclays existing call centre in Liverpool enables the delivery of a 21st-century staff and customer banking experience The centre is designed to empower a team of 300 people to support the bank's roll-out of its video banking service. The new service allows customers to speak face-to-face with advisers via their computers, smartphones and tablets, 24 hours a day. While most of the building's activities highly confidential, we can talk about the visitor experience. A major re-clad of the facades, and a new double-height glazed atrium creates an elegant sense of welcome, professional comfort and control reflecting the institution's return to customer-focus. Complimenting the sense of openness is a need to provide the highest level of maximum security to the private banking areas.