How OnPoint Community Credit Union Optimizes their Employee Knowledge Base

OnPoint Community Credit Union’s Aimee Ten Eyck-Schaffer, Organization Procedure Consultant, shares how OnPoint utilizes Engageware’s Knowledge Management solution. She covers how they set up their content, what they have learned since implementation, and how they maintain their content. Aimee speaks about OnPoint’s knowledge base (what they call InfoCenter) usage:

  • How they first set it up
  • What they have since changed
  • How they manage their knowledge base content
  • Landing pages
  • Handle their categories
  • Utilize decision trees to promote self-service among employees
  • Implementing a retail support line

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