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.
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.
What happens when legacy systems used for documenting key processes no longer meet the requirements of a fast evolving contact centre environment? This was the challenge faced by call centre operator Serco and Online retailer Shop Direct.
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.
A common need in contact centre operations that focus on providing detailed information and advice is READY ACCESS to the organisations knowledge base. However information being created and stored in many different formats make this challenging.
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.
The multichannel revolution in customer service is not just about costs savings. There are real improvement opportunities in service delivery quality. Importantly customers are voting with their feet and will pursue the service channel and supplier that serve them best.
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 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 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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