Self-Service Knowledge Base Helping Employees Better Answer Questions
An electronic service center is coming up with all the right answers at First Tech Credit Union,
By querying the system's self-service knowledge base at the credit union's Intranet, new employees make fewer
"Every time employees answer questions using the knowledge base, it saves time for them and for whomever they
Knowing that the database currently is delivering about 2000 answers per month, Young calculated that the $1.3-
The time that First Tech is saving is now being spent elsewhere, Young said.
"Our training focus has shifted," he said. "We have so many different products that member account representatives
The technology-driven CU launched Bozeman, Mont.-based Right Now's eService Center as a hosted solution three
"We had an archaic email system in our contact center," Young explained, noting employees were manually routing
First Tech has extended the knowledge base beyond its employees. After reaching a level of comfort using
"The idea from a member service standpoint is to present a consistent experience across all of our channels," Young
The benefit of consistency has been capped by a reduction in e-mail and call volume, he added. E-mails related to
Even as the knowledge library becomes a fixture at First Tech and is updated every six months, management is
"Our biggest issue right now is how to manage the knowledge, and who will manage it," he said.
Updates Every Six Months
For example, the knowledge base is updated every six months. And duplicate questions and answers must be