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News : Rio Grande Credit Union Signs Five Year Extension After Successfully Leveraging Engageware’s Employee KM

#contactcenterworld, @engageware

Tewksbury, MA, USA, May 24, 2022 -- Engageware, a provider of customer engagement solutions, announced Albuquerque, N.M.-based Rio Grande Credit Union, has extended its contract for five more years to further utilize Engageware’s Employee Knowledge Management solution. Rio Grande Credit Union is taking an innovative approach in leveraging this technology to enable employees to provide consistently exceptional member service.

Since its initial implementation in 2019, Engageware’s Employee Knowledge Management solution has been thoroughly embedded within Rio Grande’s existing technology infrastructure and business applications, providing employees immediate access to the credit union’s institutional knowledge and content, such as policies, procedures, product information and key training material. 

"Management has seen a notable difference in employees’ ability to self-serve and operate independently with greater confidence," said Diane Sanchez, Training Manager at Rio Grande Credit Union. "Before Engageware, employees had difficulty locating essential documentation such as policies or procedures. It was challenging to ensure universal access to the most updated, accurate content. Now everything is centralized across departments and branches, ensuring every employee has the information they need right at their fingertips. We consider Engageware an extension of our team – and their in-depth knowledge of the credit union industry has proven invaluable. Launching their knowledge management technology was the best project we’ve undertaken – our employees are not only more efficient, but they are also more confident and in turn, are able to provide our members a more engaging, personalized experience."

Rio Grande uses the Employee Knowledge Management solution, internally branded as ‘Ask Howie’ in support of its broader strategic initiative to support employee training and onboarding. Each credit union employee has a development plan within the system, outlining their first six months of employment and their training areas. The credit union has designed "schools" for employees depending on their specialty. Five school agendas have been built into the customized solution to support tellers, new hires, onboarding members and consumer lending officers. Additionally, soon to launch is a Call Center Member Resource School, further enabling the credit union to harness the knowledge management solution within the contact center.

With universal employees circulating throughout each credit union branch, every employee must learn the necessary processes and procedures. Now, everyone has convenient access to the same materials, enabling new hires to learn on their own time and at their own pace. This has provided consistency in training and onboarding of all employees as well as assurance that they have instant access to the most up-to-date information. As a result, employees are able to serve members more quickly and efficiently, creating an overall positive experience for members and employees alike.

Bill Clark, CEO of Engageware, said, "When we surveyed more than 3,500 financial institution managers, we found that 63% were spending between 30 to 40% of their days answering frontline employee questions. This is not only an inefficient way to operate, but it also directly impacts the overall member experience, as well as the credit union’s bottom line. Employee Knowledge Management empowers employees, providing the tools they need in a user-friendly, accessible manner, thus fostering stronger member engagement and providing the experience that members expect. Rio Grande is a forward-thinking institution, and we look forward to partnering with them for years to come."

#contactcenterworld, @engageware

Posted by Veronica Silva Cusi, news correspondent

About Engageware:
Company LogoEngageware provides technology and expert know-how to help organizations better engage their customers.
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Today's Tip of the Day - Comprehensive Back-Up Plan

Read today's tip or listen to it on podcast.

Published: Wednesday, May 25, 2022

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2024 Buyers Guide Business Continuity


CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.


CCaaSSync – Contact Center Disaster Recovery Solution
CCaaSSync is a comprehensive solution to help businesses prepare for unforeseen disasters that may impact their Genesys cloud contact center infrastructure. Our disaster recovery solution ensures that your business remains operational and continues to provide seamless customer service even in the event of catastrophic failure of your primary infrastructure.

Our disaster recovery solution is a cloud-based service that allows you to synchronize your primary Genesys cloud contact center infrastructure with your disaster recovery Genesys cloud contact center infrastructure, allowing you to quickly and easily switch over to the backup infrastructure in the event of a disaster. This ensures tha...
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VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.


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