Contact Centres

Contact centre knowledge management solutions help to improve contact centre operational performance and customer service quality by delivering relevant knowledge to service agents at point of interaction.

Shop direct customer testimonial

“How We Help” – Customer Testimonial for KPS Knowledge Management Software

KPS do not just provide knowledge management software, we also provide the planning and implementation consultancy to help our customers go live quickly and effectively. Through the entire process of integrating our solution into existing customer systems, we pride ourselves on building a working relationship in which we can respond to our customers particular needs.

customer service channels trends and drivers

Customer Service – Which Channels are Trending?

What are the key trends when customers choose service channel? Working with ContactBabel the contract centre research specialist we have collected information about service channel choice by industry segment. It may be no surprise that agent based telephone customer service is still the number one channel used by customers.

Serco public health advice graphic

Knowledge Management delivers efficiencies in Public Health Contact Centres

KPS Knowledge Management tool helps Business Process Outsourcing (BPO) operator Serco manage and deliver multiple health related information services within a single contact center operation. The delivery of multiple services meant that agent information support is paramount to delivering quality advice and providing consistent messages to service users.

needle in a haystack graphic

Web Self Service

How can you offer a quick and effective way for your customers, clients, staff and stakeholders to find and share information more readily?  The answer is by introducing web self service – we explore the benefits that this can bring. An Abundance of Information vs.
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Sheffield City Council

Sheffield City Council Knowledge Management Software

Sheffield City Council Knowledge Management Software Solution for their Contact Centre Sheffield City Council uses Knowledge Powered Solution’s Knowledge Management Software within their contact centre in order to allow their agents to be able to answer a call first time
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Quintica Knowledge Management Software

Quintica Knowledge Management Software for Enhancing Service Management Formed in 2001, Quintica is an ICT Technology and Professional Services systems integration company delivering sophisticated infrastructure & technology solutions from strategy, design and transition through to operations and service improvement. Their
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Contact 1-2-1

Contact 121 Knowledge Management Software

Contact 1-2-1 Australia Knowledge Management Software for Business Process Outsourcing Contact 1-2-1 is a flexible and affordable provider of full-service, multi-media contact and business process outsourcing (BPO) services which includes Knowledge Management Services, complete inbound customer care, inbound sales, outbound
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