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Quick to Deploy Knowledge Management Software

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Implemented in Days… Not Months

KPS knowledge management software can be integrated into your existing technology platform in a matter of days. This helps shorten your implementation cycle and costs.

Key to this is the software’s ability to index and use your existing sources of information, without you having to re-purpose content. This speeds up the implementation and eliminates the need for large content re-write exercises.

Our Deployment Cycle Keeps it Simple

Our implementation process is designed to minimise the resources required to go live and achieve an effective solution in the shortest possible time.

First, we map your existing knowledge base, identifying sources and ownership. We then configure the knowledge management interface to index all your existing sources, while at the same time creating a taxonomy and knowledge hierarchy that will make this easy to maintain. We also develop user profiles and visibility rules to suit your needs. Finally, we implement the user interface to suit the intended user base – service agents, end users undertaking self-service, or both.

This process is iterative, simple, and effective, and gives you a live system within days of getting started.

KPS Knowledge Management Software is also:

Easy To Integrate >> | Simple To Use >>|Easy To Maintain >> |Enhancing Self Service >> | Social Media Ready >>

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

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Simple to Use Knowledge Management Software

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KPS News Blogs

Find What you Need… Using Your Own Words

KPS knowledge management software enables users to natural language search. All the user needs to do is to ask a question using words natural to them, and the KPS software will do the rest.

Through extensive natural language processing, our software allows users to cut through the jargon and ask simple questions that get in depth answers. With an understanding of how questions are phrased, a unique learning capability, and neural pattern matching technology, our software quickly matches users’ questions with the right solutions – no matter where this information is held within your organisation.

Search Results That Only Get Better

The technology behind our knowledge management software provides search enhanced by a self-learning capability which constantly improves the indexing based on how questions are asked and solutions are used. Users simply express their question using their own natural language, and a list of possible solutions is returned. Based on feedback, the software then tracks the response to the solutions presented, further refining the results of future searches.

KPS Knowledge Management Software is also:

Quick To Deploy >> |Easy To Integrate >>|Easy To Maintain >>|Enhancing Self Service >> | Social Media Ready >>

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

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

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KPS News Blogs

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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KPS News Blogs

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 management in healthcare help to alleviate these issues?

A comprehensive knowledge management system enables any organisation to harvest their knowledge for healthcare 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 benefit from knowledge management in healthcare?

With functionally sound knowledge base software and the right culture in place to adopt a knowledge management system, the importance of knowledge for healthcare 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.

Knowledge for healthcare; 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 solutions 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 knowledge base software 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 solutions 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.

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