Hudson Valley

Nomination Details

HVCU was nominated for the Metamorphosis Award because from 2021 to 2022 we kept our average time on a page and average scroll time consistent while increasing our total page views as well as our unique page views by 20%. Our Knowledge Management goal is to encourage knowledge sharing, increase knowledge retention, and get the right information to the right person at the right time. We want to reduce our member’s effort and frustration by ensuring that our agents are well-equipped and ready to assist our member at the very first interaction. HVCU is constantly improving to ensure that we are out member’s trusted financial advisors and that all knowledge is readily available to our employees.

We wanted to improve our click through rate to help us accomplish these goals. We implemented a new process in our organization where our article owners reviewed their procedure content and tags on a yearly basis which enabled the system to deliver the most relevant articles to our employees, decreasing the time it takes to find the desired article. In addition, we ended 2022 with a Click-Through Rate (CTR) of 87.20%.

With our internal ticketing system we enable our staff to submit procedure improvements and have seen a higher yield of satisfaction with decreased ticket volume. Leveraging knowledge with all the tools and resources provided to us from CXOne materials have been key to provide consumable information to our new hires as well as keeping our tenured staff updated on the consistent fluctuations in financial regulations and policies.