Digital Dialogue, 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.
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