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Customer Service Desks along with I.T Service desks are increasingly under pressure to provide an accurate, consistent and personalised service to customers – seemingly disparate objectives! However, the KPS solution can help provide just this service by connecting the customer with the right answer quickly and efficiently using a variety of interfaces.
By implementing the KPS solution Service Desks can expect to gain significant efficiency and cost savings in the following areas:
- Improved rate of first contact call resolutions and accuracy of information provided
- Reduced call durations
- Reduced number of calls if self service is implemented
- Decreased training time
- Faster deployment of corporate information
- Genuine dynamic FAQs for fast access to common solutions.
The KPS product integrates easily with ITSM, call logging and CRM applications and libraries of information can be quickly and easily added to the knowledge database making the knowledge base even more valuable from day one.
To further enhance the powerful natural language and neural searching technologies the KPS product has an ‘Ask the Expert’ module. This module is designed to tap in and extract tacit knowledge from your company experts’ heads thus increasing the size and usefulness of the knowledge repository.
The KPS solution can turn your enterprise from ‘knowledge-hidden’ to ‘knowledge-centric’.
Don Stickney – Director of City of Minneapolis 311 Center
“Since opening in January, 2006, Minneapolis 311 has handled over 1.1 million calls. Nearly 70% of these calls were customers seeking information", says Don Stickney, Director of the City of Minneapolis’ 311 Center. "Key to 311’s ability to quickly and accurately respond to these inquiries is a knowledge base tool from Knowledge Powered Solutions that is flexible, easy to use and easy to administer. The result for Minneapolis 311 has been an increase in 1st call resolution from 60% to 80% and a 96% customer satisfaction rating.”
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