Contact Center Solutions Featured Article

August 13, 2008

Digital Dialogue Intros Web-Based Query Tool for Call Centers

By Niladri Sekhar Nath

TMCnet Contributor

Digital Dialogue, a PSCU Financial Services company and provider of around-the-clock call center operations and software solutions to credit unions, today introduced DigiKnow, an online knowledge base and query tool that organizes credit union information into a database that members and staff can access quickly and easily through a basic question format.

Tempe, Arizona-based TruWest Credit Union implemented DigiKnow after using Digital Dialogue’s 24/7 custom call center in March.

“Staff members now have a central repository for submitting policy, procedural and human resource questions and receive an instant response. In addition to our 24/7 custom call center, with DigiKnow our members now have an online channel for submitting questions directly to TruWest and receiving responses 24/7,” said Laura Wygle, vice president of Contact Center and Deposit Services for TruWest Credit Union. “During business hours, this enables our credit union staff who would have been answering questions on the phone to focus on delivering total member service. The administrative function within DigiKnow allows us to update responses in real-time, providing our members with accurate and up-to-date information.”

Digital Dialogue says it developed DigiKnow for credit unions to offer members an alternate resource for getting information from the credit union. DigiKnow tracks all questions asked and the level of satisfaction with each response given, according to the company. Once a member submits a question and receives a response through DigiKnow, he or she completes a quick survey to rate a level of satisfaction with the process, company officials say.

TruWest says it pulls these reports twice a month to determine which questions and responses are most helpful to its members and what adjustments are necessary. DigiKnow also serves as an after-hours resource, company officials say, and reduces the number of calls TruWest receives.

“DigiKnow provides TruWest credit union with an alternative to using a help desk on the internal side, which allows them to better allocate staff. TruWest worked closely with us to design the DigiKnow reports they receive, ensuring that the information provided would facilitate improved service levels,” said Peter Schmitt, president of Digital Dialogue. “Members today demand 24/7 access to their finances, and offering different avenues for sharing information with members is a competitive advantage credit unions need to survive.”

Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is The Compelling ROI Benefits of Contact Center Quality and Performance Management Technologies, brought to you by Voice Print International (News - Alert).

Niladri Sekhar Nath is a contributing editor for TMCnet. To read more of Niladri’s articles, please visit his columnist page.

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