Case Study: UMassFive achieves 90-second faster calls and 170% higher knowledge adoption with Engageware

UMassFive cuts call handling time by 90 seconds with Engageware

UMassFive, a credit union, faced operational challenges as it grew, with an outdated knowledge management system causing bottlenecks, longer member wait times, and staff frustration. They turned to Engageware and implemented its Employee Knowledge Management service to solve this issue.

By using Engageware's centralized knowledge platform, all staff gained access to the same accurate information, ensuring consistent service quality across every branch and channel. The results were significant: a 90-second reduction in average call handling time, a 170% increase in knowledge platform adoption, and 75% of employees reporting an improved ability to access the information needed to perform their jobs well.

UMassFive