Eliminating Escalations in Credit Unions

This guide addresses the issue of escalations within credit unions and presents strategies to mitigate them. It outlines the challenges faced by frontline employees, such as difficulty in accessing information and reliance on tribal knowledge, which leads to inefficiencies and poor member experiences. The document describes a three-step process to create a Google-like experience for employees, focusing on identifying the necessary inputs, capturing relevant information, and optimizing guides for ease of use. It emphasizes the importance of having findable and scannable digital resources that employees can reference quickly. Additionally, the guide discusses the limitations of existing knowledge bases and the need for better tools to facilitate knowledge capture and sharing. By implementing these strategies, credit unions can enhance employee performance and improve service delivery to members.