Agent Efficiency

Typically deployed in inbound customer service desks and contact centres to empower the agents to answer questions regarding a wide range of queries.

Improving Customer Service in Pressurised Environments

KPS knowledge management software gives agents one click access to the knowledge they need, meaning customers get a faster, more accurate, and more consistent service. Reporting identifies knowledge gaps, so you can prioritise where to focus knowledge creation resources. As a result, more queries are dealt with instantly, without agents needing to keep customers on hold or get back to them later.

Making Your Organisation More Efficient

With our system, customer service teams, internal staff, and people working in partner organisations all have access to the same knowledge bank. Simple content and document management features make it easy for you to add new information. And as new knowledge is created, everyone can find it, using simple natural language questions. When front line staff and partners can’t find the answers they need, they can use the ‘Ask the Expert’ facility to get in touch instantly with relevant colleagues. The expert’s response is then saved in the system, ready for the next time that question is asked.

Saving Time and Money

Organisations that implement KPS knowledge management see the following measurable benefits:

  • Higher rate of first contact resolution (FCR).
  • Shorter call durations.
  • Faster training for new employees.

Implement a KPS online self service system, and you will also see fewer calls coming in as customers can find the answers they need quickly and easily themselves.

To find out more about our knowledge management software, please contact us >>