Employee Knowledge Sharing Solutions - KPS

Employee Knowledge Sharing Solutions

Boost client relations and business efficiency by creating an easy way of distributing information across multiple departments, business divisions or even to external customers with our employee sharing knowledge management solution.

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Our Employee Sharing Knowledge Management System will increase productivity, reduce operational costs and provides a more extensive customer service offering

Internal Knowledge Management Customers

Within large multi-departmental organisations information that is pivotal to an organisation’s day-to-day operations can often reside within multiple repositories, on multiple systems or simply in the minds of the organisation’s most valuable asset – the employees.

Universal’s internal knowledge management solutions enable organisations to store, create and maintain their knowledge all within one easily accessible knowledge portal. Universal also provides organisations with the ability to effectively share this knowledge amongst employees, be it through pushing the most relevant information to them or via self-service, knowledge is always instantly available at the fingertips of those who need it.

‘Universal Knowledge provides us with an easy to use content creation tool, in addition to us being able to incorporate existing forms of knowledge. The ability to use a natural language search against very technical information and provide access via our website will be key to us continuing to provide world class support to our customers’. SRO Tony Lackey, Managing Director SRO Solutions

KPS have provided us with a much needed tool for both our internal agents and our customer base, to quickly resolve issues about their plans. Used both internally within our secure contact centre and embedded within our customer portal, Universal Knowledge by KPS allows us to ensure accurate and timely responses to our customers. With ongoing acquisitions and expansion, our knowledge base has needed to be flexible and scalable.

KPS have provided fast and efficient support and we look forward to continuing our relationship with KPS.

Pan European Financial Services Contact Centre Head of Customer Service
I could not be happier with our decision to use KPS Universal Knowledge in our contact centre. Our team is finding answers quickly enabling us to provide timely and accurate responses to the citizens of Baldwin County. Baldwin County Commission Shannon Spivey, Customer Relationship Manager Baldwin County Commission

“The beauty of the KPS system is that it is so simple to use and administer yet delivers so many benefits through our outsourcing operations.”

Contact 121 Martin Bill, Managing Director

“Universal Knowledge has allowed the team to significantly improve the quality and service that we can provide, with a reduction in AHT and significant reductions in message errors and scheduling”.

Indiana University Health Shelby Smith, Director, IConnect Patient Access Center (IPAC)

Employee Knowledge Sharing Solutions Benefits

Create a Knowledge Sharing Culture

By capturing and sharing the relevant information between and within departments, our internal knowledge management solutions offer a more effective approach to decision making and accelerating company growth

Increased Employee Productivity

Less time searching, more time working. Through self-service employees at every level can self-serve their questions and have fast access to the information they need

Reduced Knowledge Loss

Transfer invaluable tacit knowledge from experienced employees and make it available to those who need it before or after they leave, effectively leveraging your intellectual capital

Enhanced Relations with Customers and Partners

By allowing customers and partners to self-serve their questions around your products and services, significant savings of both time and money are made providing a convenient solution for all that are involved

Improved Employee Engagement

Enable employees to provide feedback and suggestions for content editing within the knowledgebase allowing for increased engagement and refined knowledge

One Version of the Truth

Eliminate the possibility of duplicate document circulation and appropriately evaluate content prior to any changes or publications

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Additional Features
Manage and Curate Different departments can share the same knowledge management platform.

By capturing and sharing the relevant information between and within departments, our knowledge management solutions offer a more effective approach to collaboration, knowledge sharing and decision making. Different departments can share the same knowledge management platform, with cross departmental information readily available for all. Discussion forums within your knowledge management system allow for informal knowledge capture, with knowledge articles subject to the relevant reviews and approvals, which can be mapped to individual departmental governance processes. Staff are also easily able to provide feedback or rework requests, ensuring knowledge is continually refined and user adoption is high.

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Knowledge Capture Allow your most experienced and skilled employees to document their tacit knowledge.

Allow your most experienced and skilled employees to document their tacit knowledge and lessons learned with our easy to use content creation tool. By making the experiences of your most valued employees searchable, valuable knowledge never leaves your organisation. Provide authors with simple to use templates, to ensure that the authoring process is as simple as possible, encouraging tacit knowledge transfer.

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Share Information can be sent company wide or to specific user groups.

Use Universal Knowledge as your central platform for ensuring all employees are aware of important company updates through our notifications portal. Information can be sent company wide or to specific user groups. Post required readings (with audit trail to capture who has read the information), training essentials, FAQs or generic updates using the knowledge base notifications module to ensure that knowledge can be easily consumed across multiple departments.

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Reports and Insight A full understanding of your knowledgebase usage.

Gain full insight into key information in your knowledge base such as knowledge gaps, document significance, document statistics, questions asked and user behaviour. A full understanding of your knowledge management system usage significantly reduces administration overheads and provides true insight on your employee behaviour. Report dashboards enable you to get a high level overview of your knowledge base statistics for management reporting, with additional real-time views of document usage and user behaviour available from an administrator’s workspace area.

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Search

Our effective internal knowledge management platform enables employees to ask a question whenever it may arise, and the system will understand the context of the query, and provide relevant and accurate results whilst pinpointing the answer. Natural Language Search empowers employees with knowledge and eliminates time wasting.

Discussion Forums

Empower employees to have the ability to provide feedback and collaborate in an unstructured or informal way through the use of discussion forums. Collaborative tools empower employees to engage with one another across the enterprise. Though a dedicated knowledge management forum knowledge authors and knowledge consumers can share ideas, learn from social interactions and transfer expertise and experience to one another.

Capture

Allow your most experienced and skilled employees to document their tacit knowledge and lessons learned with our easy to use content creation tool. By making the experiences of your most valued employees searchable, every employee has the chance to excel and ensures that valuable knowledge never leaves your organisation.

Leverage

Whether information lies within multiple shared drives, SharePoint, a local intranet or even a live website, Universal Knowledge has the ability to point to and leverage your multiple repositories, allowing you to leave them in-situ and dramatically speeding up the deployment process.

Integrate

With our comprehensive set of APIs, integrate KPS internal knowledge management platform with a number of your companies systems. From service desk tools to CRM applications, Universal Knowledge ensures that employees have the ability to access knowledge in the most seamless and efficient manner.

Share

Push channel-specific information to specific user groups to increase awareness of your most valuable information. Post required readings, training essentials, FAQs or generic updates using our notifications module to ensure that knowledge can be easily consumed across multiple departments.

Review & Approval

Select a team of your finest and most knowledgeable knowledge authors and delegate a review and approval process that ensures that only one, highly refined version of the truth is in circulation. By providing access to a full audit trail of all content, authors are instantaneously able to access full content history.

Audit

With our comprehensive set of full audit trails, managerial or admin staff have access to the full history of their content, including; version history, rework requests, notification received and read status providing staff with high levels of content traceability.

Taxonomies

Logically structure your information into taxonomies with KPS internal knowledge management solutions. Create an easy to navigate path to information whilst maintaining it’s security, and significantly reduce the time taken to access information, for employees at every level.

Self-Learning

Our intelligent self-learning internal knowledge management solutions ensures that the accuracy of your knowledgebase improves with levels of usage. Every search is a learning curve and one that ensures that the knowledgebase is guaranteed to provide the most relevant result to employees after every question.

Measure

Understanding the strengths and weaknesses of your information enables you to prioritise and optimise the time that is spent refining it. Gain access to reports that analyse document significance, knowledge gaps and user contribution allowing you to improve to gain deep insight into your knowledgebase and employee usage.

Ask the Expert

Can’t find the answer you are looking for? With our internal knowledge management solutions no question remains unanswered. Allow employees to route unresolved queries to subject matter experts and index the resolution to eliminate the chance of a recurring problem.

Scalability

Due to the robustness and flexibility of Universal Knowledge, your organisation has the ability to up-scale your knowledgebase and roll out across a number of departments or to external facing audiences such as customers or partners.

Manage

Knowledgebase branding, content templates and stylesheets or automatic revalidation/expiration dates, through deploying KPS internal knowledge management solutions, manage your knowledgebase easily and effectively whilst personalising it according to your brand or requirements.

Dashboards

Bring your knowledgebase to life with Universal Knowledge dashboards and provide employees with instant access to the most important and relevant data, in a way that breaks your knowledgebase into easily digestible chunks.

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