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The delivery of services in the most effective and efficient manner, is a key driver for organisations today. A key factor in achieving this is making the best use of the information and skills that are already held within the organisation.
KPS develops and markets Universal Knowledge, a Knowledge Management tool featuring intelligent search, expert escalation and content and document management features.
Universal has been developed to knowledge enable employees, particularly those working in customer facing environments such as help desks, call centres, service centres, e-learning, web and intranet.
Universal Knowledge is fast to deploy and very easy to use and administer.
Universal enables organisations to capture and share their knowledge and expertise, improving communication between users and experts within the organisation, enabling organisations to deliver services more effectively and efficiently. What this means in practice for organisations who use Universal, is a significantly improved rate of first contact call resolutions, reduced call escalations and call durations, and – if deployed in a self-service or Internet environment – a reduced number of inbound calls. All this results in rapid cost savings and increased customer satisfaction.
Key components of Universal include;
Creation of Knowledge
Universal Knowledge is able to create knowledge bases by indexing an organization’s documents, created in Microsoft Office, Acrobat and HTML formats. These documents may be located externally (intranet, web site or shared folder) or held and managed internally by Universal Knowledge’s Content and Document Management capabilities. Users are granted access to appropriate knowledge base Software, and given a security classification that controls the documents they can see within a knowledge base.
Searching
Sophisticated advanced search technology allows users to ask questions in their own words and the search will identify the most relevant documents in the knowledge base related to their question. Where information to respond to a question cannot be identified within the electronic information, the software allows questions to be directed to experts, and the resulting knowledge captured for re-use.
Knowledge Share.
Usage of the core components of the solution is significantly enhanced by the unique learning capability of the software. Each interaction between a user and either a knowledge base Software or an expert produces an update of information within the relevant knowledge base. The intellectual capital of the business is therefore increased and is available for the benefit of all employees and customers, removing the need to ever escalate that query again.
Measurement.
It is essential that an organisation can measure the benefit of any business critical investment. Through the tools element, usage of the solution can be monitored and tracked through a range of standard and bespoke reporting, helping the business identify knowledge gaps and the cost of intellectual rework
Solutions can be deployed stand-alone or integrated with other components to address a wider range of critical business needs.
Our self help search is available to customers and partners who register through our web site. To begin the registration process please go to our Registration page.
Alternatively you can login if you are already registered.
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