What’s New in Engageware March 2025
Engageware's March 2025 release: new features for Knowledge Management, Appointment Scheduling, Live Video Banking, and more to enhance customer experience.
How United Heritage Credit Union Transformed Employee Experience with Knowledge Management
How United Heritage Credit Union Transformed Employee Experience with Knowledge Management
Knowledge Management: Streamlining Employee Efficiency
Table Of Contents As financial institutions grapple with the increasing demands for immediate and accurate customer service, the need for intuitive Customer Service Knowledge Management Systems (CS-KMS) becomes ever more crucial. Gartner reports a growing imperative for leaders in operational roles to adopt enterprise service management programs, with expected growth in adoption from 10% today […]
Do More with Less: Customer Self-Service and Employee Empowerment
Table Of Contents Highlights Navigating Staff Challenges Despite the economic ups and downs of 2023, one thing is staying steady — the challenge to attract and retain skilled staff continues to impact financial institutions and every sign suggests that finding skilled employees isn’t likely to get better, anytime soon. In the latest industry insights presented in […]
7 Ways OnPoint Community Credit Union Optimizes Their Knowledge Base to Maximize Employee Adoption & Usage
Meet Aimee Ten Eyck-Schaffer, Organization Procedure Consultant at OnPoint Community Credit Union. Working closely alongside the Training Department, Aimee oversees the OnPoint Community CU employee intranet and knowledge management system, commonly referred to as the “InfoCenter.” She partners with process owners across the organization to create content and ensure that institutional knowledge is reviewed annually. […]
5 Ways to Improve Service Levels
Staffing challenges are impacting businesses across the country and financial institutions are not immune. In Engageware’s ENGAGE 2023: Customer Engagement in Banking, Annual Trends Report, we surveyed over a hundred banking leaders to better understand their challenges and priorities for 2023. 53% reported staffing was the number challenge heading into 2023. When we asked about the contact […]
4 Signs That Your Bank or Credit Union Has a Knowledge Management Problem
As we enter 2022, employee experience and empowerment is on the mind of banking executives. Staff shortages, increased service levels, onboarding new hires, training on new technology and systems, work from home challenges – this is one topic that is not going away anytime soon. What if one of the top challenges with your employee […]