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Knowledge – The lifeblood of your organization

20.09.2019 Uncategorised

Discover 3 ways Knowledge Management empowers use of YOUR organization’s most valuable resource

What is the lifeblood of your organization?   Can you answer in one word?

Some would say their “employees” are the most vital to the life and health of their organization. Others might suggest their “customers” or “customer service” are the keys to their survival. Still others might offer “cash flow” as what’s needed to keep their organization alive and functioning well.

Truth is, the lifeblood and most valuable resource of your organization is knowledge.

 

Knowledge, or the intellectual knowing and understanding of a matter, is what sets your organization apart from all the rest and gives value to the products and services you offer in the marketplace.

But knowledge doesn’t grow on trees.

You can’t manufacture knowledge the way you would a car’s alloy wheel or a glass light bulb. Knowledge resides within people — your current and future employees need this knowledge to accomplish needed tasks.

Universal Knowledge, a KPS flagship knowledge management system, uses “Natural Language Processing” and “Fragment Technology Search Functionality” to enable knowledge sharing across an organization’s entire information estate.

Universal Knowledge empowers your employees to share their knowledge with your entire organization in an efficient and secure manner.

Following are 3 ways Universal Knowledge empowers use of your organization’s most valuable resource — the collective knowledge of your employees.

 

  1. Fosters a Culture of Knowledge Sharing Within Your Organization

Think of it this way.

Your organization represents a living entity. And the knowledge that flows within it represents its lifeblood. In order for your organization to benefit from the collective knowledge at its disposal it must be circulated.

Daniel Barris, one of the world’s leading technology forecasters and innovation experts, suggests…

“To make knowledge sharing work, you need to engage in a process I call “knowledge pull,” where you create a shared understanding of what knowledge is, and then pull the knowledge from them.

First, realize that all knowledge needs both context and content. For example, a good storyteller can’t just give you the punch line. They have to set it up first by giving you context—the punch line that follows is the content. The same is true with your knowledge pull approach. You have to get people to share the context before the content has any meaning.

Universal Knowledge provides your employees opportunity to share both the context and content of their knowledge with your organization at the moment of highest clarity. Whether in the office or on the road, Universal Knowledge’s mobile capabilities empower your staff to contribute to the growth of your organization when and where relevant topics of interest come to mind.

 

  1. Provides Focused Refinement of Knowledge Transferred

Knowledge can be shared with your organization via Universal Knowledge, ensuring the curation process is mapped according to YOUR vetting processes. This ensures that all submissions are accurate and compliant before they are deployed for use throughout your information estate.

Think of it like a blood transfusion.

You’d never transfer the blood of a donor directly into the veins of a patient without first making sure that it’s clean and compatible with the recipient’s blood type.

So too with the transference of your employees’ knowledge into the heart of your organization — it must first be confirmed true. Universal Knowledge allows you to ensure all relevant review and approval processes are adhered to through providing central and automated alerts.

Additionally, ideas shared may require ongoing ideation before they are considered ready for deployment. Such collaboration can also be done through Universal Software.

 

  1. Deliver Timely and Accurate Information Where It’s Needed Most

When infection occurs within the body, white blood cells rush to the area to fight it. Similarly, when the body is cut or damaged in some way, platelets amass to form a protective scab over the wound.

Universal Knowledge delivers timely and accurate information when and where it’s need most.

Never again, should new hires or inexperienced staff feel unsure of the answers they give when asked questions related to your organization. Universal Knowledge is there to support them every step of the way.

Consider how Indiana University Health chose Universal’s Knowledge Management System to improve their customer service. As their case study relates…

“Universal knowledge, a KPS knowledge management solution, was chosen due to its ability to capture and maintain up to date information, with a powerful natural language search and fragment technology enabling representatives to find up to date clinic and physician information at the touch of a button.”

To know what such empowerment feels like, just imagine yourself driving in a city where you’ve never gone before. You’re nervous. But you have a GPS on your phone and as long as your phone remains charged, you’re good. You don’t have to worry about getting lost at all because your GPS feeds you the directions when and where you need them. At your moment of greatest need you have nothing to worry about because your GPS keeps you on track.

So it is with Universal Knowledge, it keeps you on track when relating your organization’s knowledge and content to others.

 

Summary

To summarize, your organization’s knowledge is what gives you an edge and makes you unique in your approach to solving complex problems.

The knowledge that flows within your organization represents its lifeblood. In order for your organization to benefit from the collective knowledge at its disposal it must be circulated.

There are 3 ways Universal Knowledge empowers use of the collective knowledge of your employees.

  1. Fosters a Culture of Knowledge Sharing Within Your Organization
  2. Provides Focused Refinement of Knowledge Transferred
  3. Delivers Timely and Accurate Information Where It’s Needed Most

Knowledge Management Software provides organizations the ability to share, refine and deploy knowledge assets throughout their entire knowledge estate.

If you would like more information about this powerful software solution, please contact us.

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Easy to Integrate Knowledge Management Software

01.01.2017 Uncategorised

Making Knowledge Available from Existing Systems

A comprehensive set of APIs links KPS knowledge management software to your existing systems. This makes information available at the point of need, without people having to open a separate application to find it.

By embedding the knowledge management tool into your call handling application, you save time and ensure successful adoption. Customers also benefit, because they get the right answers faster. As a result, you both improve the customer experience and reduce operational costs.

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

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Knowledge – The lifeblood of your organization

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Easy to Maintain Knowledge Management Software

01.01.2017 Uncategorised

Tools for the Job… at Your Fingertips

KPS software is designed for ease of administration, resulting in a system you can maintain and improve with minimal effort.

Comprehensive out-of-the box reporting gives clear insights into what people are searching for, what they are finding, and what the gaps are. This enables you to plan effectively for content improvements and also identify staff training needs.

Make the Most Effective Use of Your Resources

Using the information provided by the reports, you can focus resources on the problem areas rather than wasting time creating and updating information no-one needs or uses. Where information is frequently requested, you can pro-actively help the user by pushing the information before searching, in the form of a template-based response.

Key maintenance features also include:

  • Simple content creation process, using templates and style-sheets to save time and put the focus on writing clear, useful and relevant material.
  • ‘In the workflow’ short-cuts that guide the content creator and save time while creating, editing, checking and publishing new content.
  • A simple but comprehensive security model that extends online (via LDAP integration). This manages access and visibility to content based on user credentials, so allowing the distribution of different content to different user groups such as service agents and self-service customers.
  • Automatic extraction of keywords and associated words without any manual intervention, meaning new content is immediately indexed and listed in relevant areas and content pages.

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

Latest from our news room

Knowledge – The lifeblood of your organization

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KPS gains ISO27001 : 2013 Certification

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

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Greggs Knowledge Management Software

01.01.2017 Uncategorised

Greggs Knowledge Management Software for IT Service and Support

Greggs is the UK’s leading retail baker specialising in sandwiches, savouries and all sorts of other baker-fresh food on-the-go. From 1 shop and 7 vans in Newcastle in 1964, Greggs now has over 1,400 shops across the UK.

In 2010, Greggs decided to centralise all IT support for their 1,400 branches as well as the Head Office in Newcastle and required a Knowledge Management Solution to improve Service Desk Agent efficiency.  Greggs use KPS’s Knowledge Management Software integrated with their existing IT Service Management Software.

If you want to find out more about our knowledge management software, please contact us >>

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Knowledge – The lifeblood of your organization

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Network Rail Gain From Knowledge Management Software

01.01.2017 Uncategorised

Network Rail’s Information Management Operations Centre based in Manchester UK, operate a 24×7 I.T. support function for a large user base of internal Network Rail employees.

Key to supporting a wide variety of both internal and desktop applications is the use of the KPS Knowledge Management product for first line agents. Empowered with the knowledge they need, agents are able to quickly resolve queries, reducing both escalations and average call handling time.

KPS Knowledge Management Software is Easy to Maintain

The KPS product is easy to maintain and David Muncaster (IM Operations Centre) explains:

‘The expert settings make it simple to keep the knowledge base relevant and up-to-date. By giving end users the power to notify the right people if an article requires creating or updating, we ensure buy-in from the people whom we are trying to reach’.

Team Taxonomy Functions Help Manage User Visibility

In addition the KPS product is also quick to deploy and easy to use and David says ‘Another very powerful function is the team taxonomy settings, providing a simple to configure interface to easily control what people can see and do’.

More About Network Rail  >>

If you want to find out more about our knowledge management software, please contact us >>

Latest from our news room

Knowledge – The lifeblood of your organization

Uncategorised

KPS gains ISO27001 : 2013 Certification

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

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Quick to Deploy Knowledge Management Software

01.01.2017 Uncategorised

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 >>

Latest from our news room

Knowledge – The lifeblood of your organization

Uncategorised

KPS gains ISO27001 : 2013 Certification

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

Knowledge Management Guides
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Simple to Use Knowledge Management Software

01.01.2017 Uncategorised

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 >>

Latest from our news room

Knowledge – The lifeblood of your organization

Uncategorised

KPS gains ISO27001 : 2013 Certification

KPS News Blogs

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

Knowledge Management Guides
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Social Media Ready Knowledge Management Software

01.01.2017 Uncategorised

Social media is changing the landscape of customer service at an ever increasing rate. Customers expect to both engage with your organisation and to self-serve through the channel of their choice. This include Web, Twitter, Facebook and other Social Media platforms.

Social media also offer opportunities for augmenting and enhancing your knowledge base through crowd sourced content from forums and social media conversations.

Keeping up with the activity on social media platforms can be challenging to any organisation, however with the use of a great Knowledge Management Programme, you can continue to help your customers by providing the latest solutions to their issues quickly and easily.

Integrated Social Media Knowledge Management

KPS knowledge management software can be optimised for delivery of content via multiple channels. Configurable templates provide the ability to define knowledge appropriate for each of your chosen channels. Your knowledge base can then be pushed to your customers and users in the format appropriate for the channel.

Segment Your Knowledge base by Channel

Providing access to your existing knowledge base via established social media sites such as Facebook can be easily achieved. You will retain full control over which content can be viewed via each channel.

Searching Social Media Content

KPS knowledge management software provides the ability to include external sources of information, from channels such as forums, websites and social media sites. The content can be indexed and made searchable as part of your knowledge base. The automatic index processes ensure any appropriate new content and information posted on channels you have selected will be included as searchable knowledge alongside your internal knowledge base.

Invest in Social Media Ready Tools

As the popularity of social media continues to rise, ensure your knowledge management investment take full advantage of social media opportunities. Knowledge management software provides the tools to ensure content is authenticated and fit for purpose for each of your customer engagement channels. The tools integrate seamlessly with your customer service desk applications to push knowledge where and when it is needed.

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

Latest from our news room

Knowledge – The lifeblood of your organization

Uncategorised

KPS gains ISO27001 : 2013 Certification

KPS News Blogs

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

Knowledge Management Guides
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Agilisys

03.11.2016 KPS Partners

agilisys-std-rgb-72

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

 

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. The additional functionality brought by KPS builds on the work Agilisys already has 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.

Latest from our news room

Knowledge – The lifeblood of your organization

Uncategorised

KPS gains ISO27001 : 2013 Certification

KPS News Blogs

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

Knowledge Management Guides
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