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How Long Does It Take to Implement a Knowledge Management System?

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In our modern digital world, every single business, large or small, possesses a large amount of information and data, and with each passing day, the amount continues to grow.

If companies wish to benefit from and use this data properly, there is a pressing need for a system to be in place that can collect, store, and manage it efficiently and effectively. This is known as knowledge management and it is typically managed by a Knowledge Management System (KMS), something that can be implemented by any business.

Implementing a Knowledge Management System

 

Implementing a KMS can help prevent your company from wasting time, money, and other resources on the discovery, collection, and overall management of key data. The time it takes to properly implement a KMS depends on your company processes and how much information and data you currently possess, collect and wish to manage in the KMS.

There is no one-size-fits-all approach to implementing a KMS and timeframe depends on various factors.

For some organizations, particularly smaller start-ups, implementation is instant and seamless. This is quite the contrast to larger organizations or those that are more complex by nature where successful implementation can take days, weeks, and, in rare circumstances, months.

 

Aiding the Implementation Process

 

Whilst the overall implementation timeframe is largely beyond the control of an organization, there are several things that can be done to help facilitate the implementation process and make it more efficient.

1. Know your objectives for knowledge management

Prior to selecting a knowledge management solution and undergoing the implementation process, it is important to define your objectives and goals.

Identify both short and long-term goals and objectives that take account of your organization’s overall problems and help to support what drives your company forward. Your short-term KMS objectives should help to ensure that your knowledge management endeavours are on the right track and your long-term objectives should help to manage the bigger picture.

2. Consider more than technology alone

Successful implementation of knowledge management considers more than technology alone, this is something that many organizations fail to understand. Whilst technology addresses how you choose, configure, and utilize the tools that enable knowledge management, you should also consider:

  • People—your organization’s people represent how you increase the ability of individuals within your organization to disseminate their knowledge
  • Processes—these help you establish governance and best practices for the facilitation of accurate collection, management, and sharing of knowledge
  • Content—it dictates how you control and modify organizational structures to facilitate cross-discipline awareness and expertise
  • Measurement—all this should be continuously measured and analyzed for ongoing success and maximum benefit.

It is important to know that alone, technology cannot deliver a comprehensive solution; you must ensure that technology supplements the above four components before starting your knowledge management project.

3. Prepare for change

Knowledge management is not just the application of a technology solution, it involves a change to the way your employees share the knowledge that they possess, collect, and develop. Lots of companies struggle to prepare for the change that a KMS brings and this can cause a delay to realizing the benefits.

By moving away from a “knowledge is power” attitude that curtails knowledge sharing through the rewarding of individual performance, you start to get maximum benefit out of your knowledge management affairs and move towards a knowledge-driven organizational culture.

Often, organizations are unaware that this is the case and fail to prepare for the changes that knowledge management brings. Whilst employees may be resistant to these changes, it is important to persevere.

4. Be ready for the demands of implementation

Implementing a KMS requires leadership and resource. If you are ready for the challenges that lay ahead due to sufficient preparation, you should find that implementation will be infinitely easier and a lot more seamless.

So long as your organization is recognizing and publicizing the value and benefits that knowledge management is bringing with it, particularly to your employees there will likely be a lot less resistance. As you go through the implementation process and get to grips with knowledge management, regularly reflect on the short-term benefits and continue to focus on your long-term goals.

Implementation Needn’t Be Complicated

Whilst implementing requires focus, leadership and resource it doesn’t need to be complicated and by being prepared, the process will be far quicker and more efficient. Although implementation time depends on many factors there are steps you can take to streamline the process.

Organizations that take the plunge and implement a knowledge management system very quickly begin to see the benefits, they manage data and information, enhance decision making, become more effective and ultimately impact on an organizations results.

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Benefits Of Using Discussion Forums in a Knowledge Management Environment

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This blog explores how Universal Knowledge can help businesses enable inter and cross departmental collaboration by discussing three areas where forums within knowledge bases can add benefit for internal organisations.

By developing the collaborative feature of discussion forums, Universal Knowledge is expanding its functional capabilities and providing additional business value. Knowledge users can now collaborate and connect more effectively and have a place within Universal to capture and track new ideas. By including an online platform for conversation between its user base, Universal Knowledge can assist organisations to enhance effective communication surrounding knowledge within their information estate. The inclusion of discussion forums confirms Universal Knowledge as a core tool within internal organisations, strengthening the existing collaboration features, such as the existing communications platform, expert escalation of questions and feedback features.

Forums As A Tool To Begin The Process Of Knowledge Creation

Forums are a powerful tool to help teams work together to publish new documents. What started off as a simple discussion around new ideas, can often evolve into valuable knowledge which could be used to the benefit of the whole business. For instance, early discussions may end up guiding the creation of a new product and/or services.

Using forums as an aid to create content may significantly improve the quality of knowledge documents produced. Recently, in a Deloitte White-Paper it was established in the department of operations research, knowledge experts created content based on various biases. For instance, when an operations employee needed to generate new knowledge to solve a problem, they often tended only seek information that confirmed their initial assumption and ignore all other contrary evidence that disagreed with their held beliefs.

The use of Universal’s forum feature can help mitigate any bias problem that many businesses face when dealing with the creation of new knowledge. Instead of letting employees become insular, Universal Knowledge’s experts are encouraged to actively communicate with each other when in the process of creating new knowledge. They become motivated to react in a collaborative manner, to one another’s perspectives and experiences, and thus use forums as a springboard to negotiate the construction of new ‘unbiased’ content.

Forums As A Tool To Discuss How To Improve Existing Content

Knowledge users can utilise Universal Knowledge’s forum feature as a suggestion box on existing knowledge items to discuss improvements on live documents. Used in this way, a forum can let teams share thoughts on crucial issues on a piece of content already in existence which may be outdated and in need of revising.

By allowing users to collaborate to quickly validate the merits of an idea on existing sources through the use of forums, Universal Knowledge can help speed up the process of iterative thinking and thus has potential to speed up the innovation process. A study by the Department of Industry found that companies that make use of collaborative technology are more likely to innovate in comparison to businesses that do not collaborate. In concurrence, the heavyweight accounting firm PWC states that using a collaborative approach can be remarkably effective as it increases the levels of motivations and participation, pulls teams together and therefore provides a fertile ground for knowledge capture, resulting in more innovative results.

By utilising forums within Universal Knowledge, users will have access to open-minded employees who can quickly validate any ideas or changes that need to be made on existing knowledge articles, which will in turn help speed the process for innovation. In this way users have the ability to collaborate around different ideas deciding whether suggestions have any merits or alternatively, can help save time by burning through bad ideas.

Help All Users Within The Knowledge Base Seek Assistance And Support

Universal Knowledge’s new discussion board feature is a great way for members of a group within the Knowledge Base to seek assistance and support. The forums within Universal Knowledge allow employees to locate and discuss ideas with the right people (e.g. from proposal writing to sales prospecting) who are outside the employee’s explicit network, enabling the right conversations to happen irrespective of geographic location.

In this light, Universal’s forum feature can act as an intranet help desk within your business. This outcome will negate the repetition of tasks across the organisation and can therefore lead to productivity gains and cost savings. For instance, employees may ask a question on a particular topic and receive a helpful answer. By using Universal Knowledge’s forum, employee answers can be recycled so next time an employee has a similar question they can first search the forums section and see previously discussed conversations on any given topic relevant to their initial query. Using this self-service culture within an organisation can be invaluable and lead to substantial profitability benefits, since employees within an organisation with relevant expertise only have to complete an answer once for the benefit to be realised across the entire business.

Creating A Return On Investment For Knowledge Base Discussion Forums

A key consideration for making discussion forums effective for a knowledge base solution is having the right strategy. This is because the return on investment from collaboration tools is complicated by the fact, that even if the company deploys the world’s best collaboration tool, it does not necessarily mean that adoption will follow. A successful deployment almost always depends on effective user education and fundamentally changing user behaviours.

To help make the project a success, we will run workshops with you to uncover critical success factors before anything is implemented. For instance, we will work with you to help convey to your employees that there is a clear purpose to the use of discussion forums.  We will run training sessions to help staff realise their posts will have a direct impact on a particular issue or will provide some tangible benefit (for the organisation, or for other staff). For more information on KPS’ training and consultation services please click here.

In summary, the nature of collaboration through the use of discussion forums within Universal Knowledge has the power to enable collective innovation, reduce bias issues and allow for productivity gains and cost savings.

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KPS amongst Business Software’s Top 5 Knowledge Management Vendors for 2017

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For the 2nd year running KPS’s Universal Knowledge, Knowledge Management Software has been selected by Business Software to be amongst the Top 5 Global Knowledge Management Software Vendors for 2017.  KPS is naturally delighted to be chosen to be amongst the best knowledge management software providers around the world.  This is due to the fact that we have a feature rich, scalable knowledge base which can be used by organisations of all sizes.  Universal Knowledge offers an excellent investment opportunity for any company wishing to add new Knowledge management software to their organisational environments.  It also offers a fantastic opportunity for organisations wishing to upgrade to or change their existing knowledge management software to reduce ongoing operational knowledge and maintenance costs.

The value offered by Universal Knowledge to all organisations is shown by the number of FTSE 100 and 250 companies choosing to improve their knowledge management by using Universal Knowledge.  By continuing to invest in knowledge management software those organisations understand how knowledge management improves the bottom line and improves their competitive advantage, even during difficult economic conditions.  By valuing knowledge management software these organisations are showing how they continue to believe in both the tangible and intangible.

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Knowledge Powered Solutions and Agilisys partner to knowledge enable Public Sector Customer Service

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With National Customer Service Week a not too distant memory, Knowledge Powered Solutions (KPS) is delighted to announce its partnership with Agilisys. Agilisys is a leading provider of digital technology to the public sector offering business transformation through a suite of innovative products as well as centers of customer service excellence around the UK.

The additional Knowledge Management functionality KPS provides builds on the work Agilisys already does to help improve productivity and reduce operational costs within public sector contact centres, outsourcing and web self-service environments to help meet the challenge of reduced budgets and increased demand from citizens.

The software simplifies access to information and delivers knowledge on demand directly to customer service advisors and customers across all customer touch points.  Users benefit from the self-learning platform, which understands ‘natural’, everyday language and can automatically respond to a customer query accordingly.

Agilisys currently works with more than 50 councils across the UK, and has been helping transform public services for millions of citizens for over 15 years. The company manages over 12 million customer interactions every year through digital, voice and face-to-face channels.

KPS have been providing Knowledge Management software for over 12 years that improves customer service or employee engagement at the same time as delivering operational efficiencies for Contact Centre’s, Service Desks, Internal Knowledge Management and Web Self-Service. KPS customers include United Health Group, Wood Group, Serco, Department of Transport Western Australia,  Indiana University Health, Stanford Health and Banking Ombudsman New Zealand.

This partnership enhances the knowledge management offering of the Agilisys customer experience solutions, which are tailored to meet the needs of the public sector, helping deliver better customer experiences by giving staff access to the right information, at the right time, from any location and through any channel.

Ashley Bryant, Director of Customer Service at Agilisys, saidWe are thrilled to be working with KPS to effectively revolutionise services and deliver enhanced customer engagement.  We are committed to finding the best solutions to help public sector organisations offer improved customer service in ways that could not have even been imagined even a couple of years ago.  Thanks to the development of innovative digital platforms such as KPS, this is now possible.

Our partnership with KPS enhances our existing service solutions portfolio and builds on our future focused and agile approach to managing customer service in the public sector.”

Roger Haddon, Managing Director of KPS, stated, “We are delighted to be associated with Agilisys and look forward to working closely with them towards helping their customers achieve even higher standards of customer service.  The addition of the KPS Knowledge Management component will further help Agilisys’ customers differentiate themselves by improving the quality and timeliness of customer service responses and delivering enhanced experiences and relationships.”

To find more about improving the knowledge of your call advisors and the overall experience for your customers click the links below to contact us or request a demonstration. 

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A Strategy To Enhance Patient Care – Healthcare Knowledge Management

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It goes without saying that the number one priority for any healthcare organisation and its staff, is patient care and delivering a successful patient experience. Close behind patient care as a priority is also to establish efficient processes throughout the organisation, which will optimise operations and enhance a healthcare organisation’s standing when providing premium levels of patient care. 

The simple answer is anywhere, but the area of most importance is the first point of contact – the call centre. Like any call centre, patients expect to be provided with the highest level of customer service and add to that the fact that health and wellbeing could be on the line, the process of delivering exceptional customer service just became that much more important.

The first step in the experience of what could be a scared or emotional patient is a call to the call centre and how this call is handled is paramount to the success of a healthcare organisation

So where does a knowledge management system fit into patient care?

These calls could span a wide range of queries, from insurance coverage and claims to clinic times and patient enrolment, there is an abundance of information that needs to be correctly communicated to the patient and if the information is unavailable a correct pointer of where to go next is just as important.

Failure to get the right information at the right time can lead to patient dissatisfaction and seeking help from a rival institution.

How can knowledge base software help to alleviate these issues?

A comprehensive knowledge management system enables any organisation to harvest their knowledge from any location and presents it to those who need it as quickly as possible. A key problem within a healthcare organisation’s call centre, is that this knowledge is frequently changing on a daily basis, therefore necessitating the need for quick and effortless content creation and maintenance from a wide range of authors.

Content changes and creation not only need to be made but they must also be conveyed to the agent with a clear notification of these changes.  Notifying agents of recent updates throughout the day within a single system, is a powerful tool to streamline the activities of the agent and allows them to quickly and accurately transmit the correct information to a patient during a potentially complex call scenario.

In addition to notifying call centre staff of recent updates, agents must have the ability to readily find the information they are looking for from a vast amount of broad and varied information. Providing agents with the ability to search a knowledgebase system with Natural Language Search and using the customer’s own terminology, not only presents them with an accurate result first time, but also captures both the topic and context of patient queries, which is invaluable when looking at areas to strengthen your healthcare organisation’s knowledge.

Who else can these knowledgebase tools assist?

With functionally sound knowledge base software and the right culture in place to adopt a knowledge management system, the importance of knowledge management and its benefits can be appreciated across the whole healthcare institution.

Provided that they have the privileges to do so, anybody within the organisation from consultant physicians to call centre agents, has the ability to contribute their tacit and experiential knowledge into a knowledge management system. This enables you to hone in on one of the most valuable assets of any organisation and place it at the forefront of activities when providing excellent patient care and making key business decisions.

Having this knowledge at every point of call ensures that patient satisfaction is enhanced, but also that patient retention and acquisition is maximised. This comes as a close second place to patient care when evaluating the role of knowledge management in business operations and maximising healthcare growth and innovation.

To discover a ‘Strategy to Enhance Patient Care’ in your Healthcare organisation, click the links below to contact us or to request a demonstration:

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Knowledge Powered Solutions have Been Named in the Top 10 Knowledge Management Software Providers

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Another great year for KPS has been marked by being named in the 2016 top 10 for knowledge management software providers by Media & Entertainment Tech Outlook Magazine. Being recognized by media outlets such as Media & Entertainment Tech Outlook Magazine underpins the praise that KPS and the Universal Knowledge product receives from so many of our current customers.

KPS is and always has put market trends at the forefront of our operations and this year has been no exception, leading to exciting developments in this years’ new release of Version 5 of our knowledgebase platform.

Our knowledgebase software has undergone significant changes over the last year to ensure that KPS keeps up with the ever increasing trend of keeping both internal and external customers at the heart of every organisations’ decision making process.

By harnessing the knowledge of those who have it and capturing the issues of those who need it, Universal Knowledge ensures no matter the channel or how large and disperse your information estate is your knowledge is instantly placed into the hands of those who need it.

Why not see for yourself what our knowledge management system can do for you or your customers and request a demonstration? Or if you would like any further information, please contact us and a member of our team would be happy to help.

Click here to download the 2016 top 10 Knowledge Management software provider report.

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Customer Knowledge Management – Piecing Together the CRM Jigsaw

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Today there is an abundance in the variety of CRM systems available for organisations to purchase and implement within their environment, environment, suitable for use across multiple industries, and with the ability to record many different forms of customer interaction.  Interactions with customers at an individual level presents a key challenge to customer service agents – how do we effectively capture these interactions whilst also finding the time to process them to provide a satisfactory resolution? Effective customer Knowledge Management could hold the key.

Regardless of the vertical market, all organisations implement CRM systems to achieve the same goal – improve the customer experience and thus improve satisfaction and retention of these customers. Within each a CRM may be utilised for many different channels such as web self-service or customer contact centres, and it is through these channels that CRM and Knowledge Management tools are increasing in synergy.

The world of CRM is no longer confined to call centre enquiries, as more and more customers are choosing a multi-channel approach for their enquiries. This requires the need for the ability to search customer related information from a multitude of inbound channels such as web self-service, email, social media, chat and telephone. No matter the chosen channel, in order to respond to customer enquiries effectively, the knowledge must be stored and accessible from one single repository.

You Are Currently in the Queue…

A pet hate of the modern day customer is having to wait for up to as long as 10 minutes just to speak to an advisor, only to find that the information that they are given isn’t of a satisfactory standard. Through no fault of their own, agents find it increasingly difficult to provide customers with the right information at the right time, whilst also recording interactions within their CRM systems.

Chopping and changing between different systems and information sources during a call not only leads to an increased time to resolution but also a great deal of confusion for an otherwise competent agent and the customer on the call. The result? Low satisfaction and reduced customer retention.

Repeated Queries – Repeating Answers

Many customer service agents often find that customer queries are generally directed around the same topic of interest, topics such as returns policies or how to update their current account. Whilst frequently resolved by agents, there is no history of a previous solution within the CRM to these recurrent questions and so no fast way to address them.

As a result of this, customers and staff alike can find themselves unhappy at the speed of which queries are resolved and more irritatingly for the staff, there is no easy way to record these interactions but to repeatedly input the same query and resolution for every interaction into the CRM system, resulting in plummeting productivity levels.

CRM Knowledge Management

Knowledge Management is increasingly becoming a key solution within the world of CRM, helping customers, agents and businesses all achieve their main targets; increase customer satisfaction, improve agent productivity, reduce costs and ultimately sustain and increase customer retention.

By working alongside and integrating with CRM systems, Knowledge Management is a powerful tool that searches customer relevant information making this information accessible on the front-line. This significantly increases efficiency through every step of the customer journey

The key benefits of a CRM Knowledge Management synergy are:

  • Increase speed to resolution by up to 30%– information is readily available to agents and resolutions are provided swiftly
  • More consistent and accurate answers– once a customer query has been resolved, this interaction can be made available to help answer future interactions, providing consistency and accuracy of resolutions
  • Reduced escalations– whether it be via an online customer self-service knowledgebase portal, dynamic FAQs or front-line customer service, customer enquiries can be resolved by easy access to accurate information at first-contact. The time taken to find an answer is reduced by more than 50%
  • Reduced training times and increased productivity– customer service agents have the tools to become competent in half the time and spend more time resolving issues rather than carrying out the same processes repeatedly

Universal Knowledge – Effective Customer Knowledge Management

When choosing a Knowledge Management system to work alongside and within your CRM system, a versatile and adaptable tool is required to ensure that your CRM Knowledge Management processes run as smoothly as possible. The KPS Universal Knowledge system is able to integrate with CRM systems to deliver the above benefits via the following key features:

  • Comprehensive set of APIs: Integrate with a host of CRM systems including those such as Salesforce to ensure that customer data and knowledge is accessible on one page.
  • Self-service portal and dynamic FAQs: Through creating a web-portal or by providing a dynamic set of FAQs, customers have direct access to the knowledge that you choose to be available to them.
  • Natural Language Search: Understand the context of customer queries either by phone or web self-service and answer questions with accurate and relevant information.
  • Self-learning: As your customer base grows, so does your knowledge, Universal Knowledge is self-learning to improve the quality of future resolutions.
  • Reports: Understand your customers and monitor inbound enquiries to ensure that customer queries are always answered to exceptional standards.
  • Integrate with social media: Push information from the knowledgebase to your customer base through channels such as Twitter or Facebook to broaden your customer support.

For more information on CRM Knowledge Management and how Universal Knowledge can benefit you and your customers, click the links below to contact us or to request a demonstration:

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How to Optimise the Daily Activities of IT Support Agents

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Companies all across the globe are continuously increasing the number of different technologies that exist within their workplace, differing in both variety and complexity. These technologies include ‘bring your own devices’ (BYOD) such as mobile phones and different employee laptops or desktop computers, all presenting potential errors to be solved by the IT support agents within the service desk. With so many problems that vary in frequency and complexity, how can companies underpin their support capabilities?

Same Question – Same Answer

Many simple inbound tickets that are presented to IT support agents more often than not are easily solved with simple answers. However, with so many of these daily inbound tickets, agents really have their work cut out to answer questions quickly and efficiently whilst also dealing with uncommon and complex support tickets.

The most effective solution to overcome the vast volume of routine issues, is to enable users to self-serve their own queries via access to an interactive IT support Knowledge Management system or a dynamic set of FAQs.

Deflect Routine Tickets

Allowing employees access to a repository that is both interactive and accurate, is a sure fire way to reduce inbound ticket volumes by up to 50% whilst vastly improving the speed at which issues are solved.

This not only benefits agents but also employees as people are more and more in preference of self-serving in today’s society, increasing both productivity and satisfaction for company employees.

 

Streamline Knowledge

A common problem faced by IT support agents is that they know what information they are looking for but not where it is located or in which document it is to be found. This leads to a great deal of wasted time locating documents from multiple repositories and trawling through to find their answer.

When queries cannot be answered through self-service, tickets are inevitably going to be received by IT support agents. Basic technical information and common knowledge can be provided by agents quickly, but when answers require higher consideration and technical knowledge documents must be scoured.

Up to 80% of an organisation’s knowledge is deemed to be tacit knowledge, however only 15-20% of this knowledge is captured and so transferred to others. Effective service desk Knowledge Management ensures that the more technically astute 2nd or 3rd line support agents, are able to easily transfer their invaluable tacit knowledge built up from years of training and experience. Making this tacit knowledge easily searchable by front-line support agents is the most powerful way to ensure that this high-grade information is both captured and shared with those who can also learn and benefit from it.

By streamlining content and documentation through an effective and easily searchable IT support Knowledge Management system, agents are able to retrieve information at the click of a button being taken directly to both the relevant document and document section.

Knowledge Maintenance

IT support Knowledge Management is an answer to many service desk issues, however outdated and badly maintained knowledge is futile when answering queries relating to new information and can lead to confusion amongst agents and more importantly circulation of inaccurate knowledge.

Appointing administrators or knowledge managers wins half of the battle, but having a system that can be easily maintained by these personnel can be the gruelling other half.

Having the ability to provide feedback of potentially outdated articles to knowledge managers and furthermore having the ability to easily make editions to these articles, can play a key role in optimising your organisation’s knowledge sharing culture

Allowing the creation of new content or knowledge within an IT support Knowledge Management system is fundamental to maintain productivity of both workers and agents, therefore providing a system in which this can be effectively and effortlessly achieved is just as important.

Content contribution that is undertaken on a continual basis, ensures that information is both current and accurate, reducing escalations and increasing the rate at which responses are provided.

Effective methods of doing this include, notifying groups or individuals of updates within the knowledgebase and making previously escalated and answered queries readily available through Natural Language Searching.

Key Reports for Prioritisation

In order to effectively prioritise the workload of an IT support agent, they first need to know areas of highest importance and how frequently certain issues occur. For effective IT service desk Knowledge Management, agents require access to reports such as document usage counts (and what individuals are using them), knowledge contribution, knowledge gaps and the time taken for an issue to be resolved.

By having access to these reports, service desk managers have the ability to clearly define the future goals and areas of greatest interest for agents as well as having the resources to accurately provide relevant topics to be included within self-service options such as FAQ lists.

Having a clear structure in place for future goals based upon key metrics and by deflecting up to 50% of ticketsthrough the use of knowledge articles, agents and service desk managers have all the appropriate tools to ensure that their service desk excels to increase productivity and innovation by up to 25%.

Successful service desk Knowledge Management adoption and utilisation will go a long way in reducing annual support expenditure levels by up to 20% and optimising the satisfaction of any organisation’s most prized asset, their workers.

What’s more each agent’s received and read status is easily viewable through the production of full audit trails, allowing call centre managers to easily monitor who has seen these vital updates ensuring that everyone is kept in the loop.

Agents are also (if given the authorisation to do so) able to provide feedback on content if they deem it to be outdated, or whether it requires some tweaks to help preserve 100% accuracy of circulating knowledge.

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BPO Knowledge Management – Bridging the Gap Between Client and Provider in BPO Contact Centres

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There are many current trends in today’s Business Process Outsourcing (BPO) organisations all with a key aim to optimise operations for both themselves and their clients, reducing expenditure whilst maintaining the high standards of service provided to both their clients and their client’s customers. What role does technology play in today’s leading BPO companies and more specifically what value does BPO Knowledge Management add when enhancing customer service?

The BPO Contact Centre Revolving Door

It is no secret that one of the biggest challenges faced by contact centres is the attrition of contact centre agents year in and year out. Annual turnover percentages can reach as high as 26% for full-time agents, presenting BPO organisations with a fundamental issue of excess wastage of company capital to thoroughly train agents, only for them to leave as soon as 6 months later.

It can take as long as up to 6 weeks to train agents to full competency requiring a high level of investment of both time and money. But what if training times could be halved and agents given the confidence and know-how to handle calls in a more highly efficient manner?

A well maintained and easily adoptable contact centre Knowledge Management system, can reduce agent training times by up to 40-50%. By empowering new recruits with the ability to perform a Natural Language Search against a central repository containing essential training materials and up to date client documentation, agents are able to learn the basics in up to half the time, whilst having the tools to answer customer queries much quicker and more accurately.

Contact Centre Processes and Their Risk of Error

Traditional processes that are pivotal to the everyday workings of a contact centre agent can present agents with a can of worms. In process driven contact centres processes can be very prone to error, for example those that exist in the format of complex excel spreadsheets or those that are buried amongst a wide number of different processes in multiple places.

BPO Knowledge Management excels in streamlining these processes into one central repository, allowing them to be quickly and easily maintained by authorised personnel. One such example of this streamlining is the incorporation of call scripts into the form of decision trees. By providing agents with an interactive and diagnostic tool, easy to solve customer queries can be answered much more quickly and with far fewer errors, allowing BPOs to demonstrate the high levels of customer service expected by their client organisations.

Keep It Multichannel

The BPO contact centre is evolving. Many of the top BPO organisations are realising the benefits of multichannel as a reaction to the present day communications landscape. The 21st Century customer has a choice of channels that regularly include; web self-service portals, agent chat, forums, social media, mobile and the traditional phone call.

Regardless of the channel, BPO organisations must ensure that there is a consistency to the answers that they provide to their client’s customers, making it imperative that the same knowledgebase and the same up to date information lies at the hub of all customer service operations.

With it’s flexible and comprehensive APIs, Universal Knowledge has the ability to ‘tap into’ each channel and provide knowledge where it matters the most – on the front-line.

Cost Cutting Conundrum

A great deal of emphasis is now being placed upon BPO contact centres to reduce expenditure where possible and with competition rife in the BPO industry, call centre managers must find new ways to maintain and increase profit margins whilst also enhancing customer service.

Whilst reductions in expenditure can be achieved through shorter training times greater profit margins are also attainable through the effective use of Knowledge Management. This benefit is observed especially when clients operate on a cost-per-call basis. Due to Knowledge Management dramatically reducing Average Handling Times(AHT) of customer calls, from inbound call answering to outbound cross-selling, agents are empowered with your company’s highly maintained and up to date information at the click of a button.

In addition to reducing AHTs, a well maintained BPO Knowledge Management tool is also fully capable of increasing First Call Resolution (FCR) rates by up to 20%. Improved rates of FCR not only ensures that call escalations are reduced, but also that customers are left highly satisfied with their experience.

Staying in the Loop

A common scenario within contact centres is the need for expensive communication systems or the pain staking task of manual email to agents or groups of agents. Whether they are updates to customer service policies or sales briefs, notifying agents has never been simpler than automatically pushing information at time intervals of your choice. Visualising these updates has never been easier with a real-time dynamic notifications module.

What’s more each agent’s received and read status is easily viewable through the production of full audit trails, allowing call centre managers to easily monitor who has seen these vital updates ensuring that everyone is kept in the loop.

Agents are also (if given the authorisation to do so) able to provide feedback on content if they deem it to be outdated, or whether it requires some tweaks to help preserve 100% accuracy of circulating knowledge.

In what is considered to be one of the most highly pressurised working environments, Knowledge Management is going a long way to helping BPO contact centres standardize and streamline their technology environments, making the vast amounts of multiple client’s information readily accessible when it matters.

Effectively capturing and sharing the tacit knowledge that walks out of the contact centre every year, ensures that these invaluable snippets of a short-lived career, are transferred to new agents. The accumulative benefits of Knowledge Management ensures that both your BPO contact centre and its agents, are the pick of the bunch amongst the great plethora of today’s competition.

For more information on how KPS and Universal Knowledge can revolutionise your BPO Contact Centre, click on the following links to download our case study or contact a member of the KPS team.

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Business Software lists KPS in the Top 5 Knowledge Management Software Report

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The KPS Universal Knowledge system has been named by Business Software in the top 5 for Knowledge Management software vendors in 2015. The report covers all the need-to-know information for choosing the right Knowledge Management software for your organisation.

Within the report the Top 5 Knowledge Management software vendors go head to head listing core and additional features, key customers and expected price range.

Boasting the widest range of key features along with being priced as one of the lowest vendors, KPS Universal Knowledge really does represent excellent value for money when asking yourself what is the best software for Knowledge Management.

With many additional features to our core Knowledge Management offering, Universal Knowledge can be deployed in as little as five days and providing instant results. Whether it is for your enterprise, call centre, help desk, or self-service environment, Universal Knowledge pulls out all the stops when delivering the Knowledge Management solution you need.

Click here to download the Business Software Top 5 Knowledge Management Software Report, or click on the following links to contact a member of the KPS team or request a demonstration and see for yourself what Universal Knowledge can do for you.

Latest from our news room

KPS gains ISO27001 : 2013 Certification

Uncategorised

How Long Does It Take to Implement a Knowledge Management System?

Knowledge Management Guides

How Long Does It Take to Implement a Knowledge Management System?

KPS News Blogs
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