Knowledge Management: Streamlining Employee Efficiency
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 to 40% by […]
Do More with Less: Customer Self-Service and Employee Empowerment
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 ENGAGE Report 2024: […]
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 […]
The Ultimate Guide to Fixing Banking Policies & Procedures
The Problem with Banking Policies and Procedures Regardless of whether you call the problem a procedure management, policy management, knowledge management, knowledge base, or intranet problem, Banks and Credit Unions all struggle with the same issue. Your policy, procedure and product Information is typically stored as docs or PDFs. Its nearly impossible for your frontline […]
5 Best Practices for Knowledge Management at Financial Institutions
In our most recent webinar, we address the growing need for centralized knowledge management at financial institutions, and how to master it with 5 best practices. State of Knowledge Management in Banks & CUs 2020 has presented increasing demand for financial support and services. Mortgage loan applications have skyrocketed. There is greater demand for refinancing, […]
Webinar Recording: Empower Your MSRs to Make Every Conversation Count
Lori Bocklund of Strategic Contact and DJ Haskins from Engageware outline what survey data of 100+ CU contact center leaders reveals about the changing contact center, and how your center can better respond to today’s member needs. This webinar was hosted by Creditunions.com Highlights and key takeaways: 2020: The Year of the Agent The January […]
How Marine Federal Credit Union Keeps Employees Informed and Trained with Employee Knowledge Management
Marine Federal Credit Union leverages Engageware’s Employee Knowledge Management (formerly known as Employee Support) to keep employees informed and trained so they can easily and quickly find information to do their jobs. Watch this 15-minute interview – courtesy of CUbroadcast – with Marine Federal Credit Union Training Coordinator, Stephanie Bailey, to hear how Engageware delivers […]
Empowering Your Staff to Deliver the Experience Your Customers and Members Deserve
Your customers and members need you now, more than ever. They need answers and they need to connect with someone that addresses their questions and concerns with confidence and clarity. A June, 2020 survey of over 120 credit union contact center leaders conducted by Strategic Contact found that: 93.5% of contact center leaders report an […]
5 Must-Haves for Effective Banking Knowledge Management Software
A common issue afflicting many banks and credit unions is knowledge management. Policies, procedures and employee guides are hard to find, follow, and use — and even harder to manage. The situation has become exacerbated with many banking employees working remotely amid the Coronavirus crisis, and therefore no longer as easy to rely on asking […]
3 Opportunities the COVID-19 Crisis Uncovers for Improving Bank and Credit Union Operations
A recap of the recent webinar – 3 Opportunities the COVID-19 Crisis Uncovers for Improving Bank Operations. The impact of the Coronavirus crisis has been profound; on our personal lives, to our businesses and the economy. Bank and credit union leaders have had to make tough decisions to quickly adapt their strategies, physical branches, and […]
How To Support Bank and Credit Union Employees During the COVID-19 Crisis
As individuals and businesses face new financial challenges amid the Coronavirus pandemic, there has been an outpouring of questions from the consumer and business banking community. The need for banks and credit unions to step up and provide digital support is greater than ever. With that, the very core of how people bank in the […]
How To Support Your Banking Customers During the COVID-19 Crisis
As the events of the last few weeks unfold, there is no questioning it — we have found ourselves in an unprecedented situation – locally, nationally, and globally. The changing tide of the COVID-19 pandemic has set forth widespread economic, health, financial, and lifestyle changes, and it seems that no business, industry or sector remains […]
4 Major Impacts of Poorly Written Policies and Procedures
When policies and procedures are not easily accessible, not written with an end consumer in mind, and not consistent across channels and branches, it negatively impacts knowledge management. Read on to learn the four major negative repercussions that can affect a bank or credit union. Compliance One of the major issues with inconsistent policy and […]
The Banking Acronyms Guide
Banking has tons of industry specific terms and as a result bankers often communicate using acronyms instead of using full terms. For example, saying CERCLA instead of Comprehensive Environmental Response, Compensation, and Liability Act. If you’re new to the industry it can be difficult to understand documents and even conversations that use banking acronyms you […]
Choosing the Right Knowledge Base for Your Bank or Credit Union
There comes a point in time when every bank or credit union searches for a solution to serve as a central repository for information. Often times this begins with a search for knowledge bases. As important an endeavor as this is, we’ve put together this blog post to help you mitigate your search, and a […]
4 Things to Consider When Searching for an Employee Intranet for Your Bank or Credit Union
Alternatives to Passageways OnSemble and Microsoft SharePoint Finding the right employee intranet can be an immense endeavor for a bank or credit union. Microsoft’s SharePoint and Passageways OnSemble are often the first to make the list, but may not be the ideal fit for all banks and credit unions. In this blog post we’ll guide […]
4 Ways A Centralized Knowledge Base Will Improve Your Employee Training Program
Reduce onboarding time, decrease employee frustration, ensure consistent delivery, and quantify effectiveness. A centralized knowledge base is at the heart of successful employee training. In this post, we outline four ways it can transform how your financial institution trains, retains, and ramps up frontline employees for success — so you can spend less time […]
Need New Ways to Improve Your Bank’s Cross Selling Strategy?
Cross-selling is a critical strategy for banks and credit unions looking to generate profit. Fiserv clearly broke down the five reasons why it’s so critical, noting that cross-selling: Is cheaper than acquisition Improves retention Increases wallet share Broadens your profit base Is a “now” opportunity Understanding why cross-selling in the banking industry is so important […]
3 Reasons Your Bank’s SharePoint is Failing Your Front-Line Staff
A large majority of banks and credit unions use SharePoint as their intranet platform of choice, counting on SharePoint to be an effective content and document management system. While SharePoint has its advantages, it also has a number of disadvantages. One of the more common complaints from employees is that finding what they are looking […]
It Might Be Time to Rethink Your Bank or Credit Union’s Training Strategy
How consumers bank is changing. The digital age has ushered in a host of new fintech startups that threaten to steal market share from traditional banks and credit unions as consumers look for simpler, faster and more personalized ways to manage their money. For banks and credit unions, this means they must offer a superior […]
10 Proven Tips on Writing and Managing Bank & Credit Union Policies and Procedures
Proper knowledge management is essential for banks and credit unions to thrive, their “knowledge” consists of policies, procedures, product information, documents, and more. The policy and procedure manual is often the lifeblood of a bank or credit union’s customer service team. Too often, however, this manual is written in a way that makes it difficult […]
The Bank Training Breakdown: How Inconsistency Across Branches is Hurting Your Bank
Creating a unified, omni-channel experience for customers is a key initiative for most banks and credit unions today. With numerous digital access points such as web, mobile and tablet in combination with multiple branches and the call center, customers have a variety of options when it comes to communicating with their bank or credit union […]
Top 3 Banking Call Center Best Practices
Do you work in or manage a call center at a bank or credit union? If so, you know the many challenges that come with effectively and efficiently answering every customer call – questions spanning the vast array from tech assistance to products and services offered at your financial institution. Proper knowledge management for your […]
How To Fix Your Bank’s Intranet and Boost Productivity
The majority of banks and credit unions today face a crippling and pervasive problem that is impacting every area of their business — from efficiency to employee productivity to revenue — and most negatively affecting front line staff that deal directly with customers (not employees). What’s the issue all these banks and credit unions have? […]