Knowledge Management Software – Knowledge Powered Solutions (KPS) https://www.kpsol.com Mon, 05 Jun 2017 16:30:25 +0000 en-GB hourly 1 https://www.kpsol.com/wp-content/uploads/2016/01/cropped-KPS-Logo-Square-Large-e1452512644436-32x32.gif Knowledge Management Software – Knowledge Powered Solutions (KPS) https://www.kpsol.com 32 32 KPS amongst Business Software’s Top 5 Knowledge Management Vendors for 2017 https://www.kpsol.com/kps-amongst-business-softwares-top-5-knowledge-management-vendors-2017/ https://www.kpsol.com/kps-amongst-business-softwares-top-5-knowledge-management-vendors-2017/#respond Thu, 09 Mar 2017 14:33:43 +0000 https://www.kpsol.com/?p=8181 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
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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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Agilisys https://www.kpsol.com/agilisys-2/ https://www.kpsol.com/agilisys-2/#respond Thu, 03 Nov 2016 11:56:03 +0000 https://www.kpsol.com/?p=7839 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
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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.

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Knowledge Powered Solutions and Agilisys partner to knowledge enable Public Sector Customer Service https://www.kpsol.com/agilisys/ https://www.kpsol.com/agilisys/#comments Wed, 12 Oct 2016 14:03:14 +0000 https://www.kpsol.com/?p=7479 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
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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, said: We 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 https://www.kpsol.com/healthcare-knowledge-management-software-strategy-enhance-patient-care/ https://www.kpsol.com/healthcare-knowledge-management-software-strategy-enhance-patient-care/#respond Tue, 28 Jun 2016 14:04:14 +0000 https://www.kpsol.com/?p=7360  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
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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. 

So where does a knowledge management system fit into 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

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 https://www.kpsol.com/top-10-knowledge-management-software-providers/ https://www.kpsol.com/top-10-knowledge-management-software-providers/#respond Fri, 20 May 2016 14:21:26 +0000 https://www.kpsol.com/?p=7328 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
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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 https://www.kpsol.com/customer-knowledge-management/ https://www.kpsol.com/customer-knowledge-management/#respond Tue, 08 Mar 2016 09:41:08 +0000 https://www.kpsol.com/?p=7309 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.
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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 FAQsThrough 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 SearchUnderstand the context of customer queries either by phone or web self-service and answer questions with accurate and relevant information.
  • Self-learningAs your customer base grows, so does your knowledge, Universal Knowledge is self-learning to improve the quality of future resolutions.
  • ReportsUnderstand your customers and monitor inbound enquiries to ensure that customer queries are always answered to exceptional standards.
  • Integrate with social mediaPush 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 https://www.kpsol.com/it-support-knowledge-management/ https://www.kpsol.com/it-support-knowledge-management/#respond Fri, 30 Oct 2015 16:45:59 +0000 https://www.kpsol.com/bpo-knowledge-management-bridging-the-gap-between-client-and-provider-in-bpo-contact-centres-copy/ Same Question – Same Answer

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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 tickets through 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 https://www.kpsol.com/bpo-knowledge-management/ https://www.kpsol.com/bpo-knowledge-management/#respond Tue, 27 Oct 2015 10:42:42 +0000 https://www.kpsol.com/bpo-knowledge-management-bridging-the-gap-between-client-and-provider-in-bpo-contact-centres-copy/ 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.

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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 https://www.kpsol.com/top-5-knowledge-management-software/ https://www.kpsol.com/top-5-knowledge-management-software/#respond Fri, 04 Sep 2015 09:21:20 +0000 https://www.kpsol.com/?p=6449 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.

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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.

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Universal Knowledge V4.4 Press Release https://www.kpsol.com/universal-knowledge-v4-4-press-release/ https://www.kpsol.com/universal-knowledge-v4-4-press-release/#respond Fri, 07 Aug 2015 08:56:05 +0000 https://www.kpsol.com/?p=6444 Knowledge Powered Solutions Ltd (KPS), provider of Knowledge Management Software to many Fortune 500 companies today announced a major new release of its software. Functionally rich with an enhanced user interface, that can be easily configured to provide personalised Knowledge Management for staff, customers and clients.

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Universal Knowledge V4.4 Press Release

Knowledge Powered Solutions extends customer interactions with its new “Personalised Knowledge Management” release.

Cheshire, UK – August 2015:  Knowledge Powered Solutions Ltd (KPS), provider of Knowledge Management Software to many Fortune 500 companies today announced a major new release of its software.  Functionally rich with an enhanced user interface, that can be easily configured to provide personalised Knowledge Management for staff, customers and clients.  In addition companies can also now be pro-active in their customer service delivery by understanding what questions their customers are asking and solutions they are seeking.

Knowledge Powered Solutions, announce the release of Universal Knowledge 4.4 representing a new era in Knowledge Management technology.  Universal Knowledge now also offers companies the ability to provide a customer portal without the need to be highly technical.  Users all have their own preferences in how they find an answer or ask a question, so KPS have developed a rich user interface, which offers the user the power to choose how they find knowledge.  In addition the personalised Knowledge Management Customer Portal allows greater customer service engagement and can be used stand alone, integrated with any customer engagement tool or embedded within any company website or intranet.  Multi channel engagement is facilitated by the ability to push out channel appropriate responses direct from the knowledge base.

Can you personalise your customer’s interaction with a knowledge base?

By understanding every interaction with the knowledge base, regardless of channel, Universal Knowledge is able to provide users with a personalised experience.  User specific notifications can be pushed out, with full audit trail of who has received and read the information.  Documents lists can be filtered to show individual or global views across user selectable periods, whilst adhering to security profiles.

Are you enhancing your customer’s user experience?

Browsable topic trees, step-by-step troubleshooting flows, dynamic top documents lists and the context based, natural language search functionality have all been enhanced to provide a powerful user experience, which delivers answers to questions and solutions to problems, quickly.  No two users will ask the same question in the same way.  Universal Knowledge will not only understand the context of the question but will continue to derive context and learn from each question is asked.

With Universal 4.4, KPS have enhanced this powerful search with the ability to perform more structured searching.  Exact word and phrase matching ensures users retrieve the exact documents they wish to find.  Being able to further filter the solutions list once retrieved, provides the user with unrivalled flexibility in accessing the required documents.

How easy is it for my organisation to offer this advanced knowledge management software?

Being easy to use should also apply to the set up and ongoing maintenance of a knowledge base.  Visibility on usage, including who has read the alerts which have been sent out and knowledge gap identification are key to maximising resource to get the most out of the knowledge base.  Workflow for publishing knowledge has been enhanced to provide multi step reviews and approvals, should that be appropriate.  Audit trails with timelines for each revision show the administrator the lifecycle of a document like never before.  Using valuable IT resources to help create a self service portal is no longer required, as it is now possible to configure a self service portal using a inbuilt designer, further enhancing KPS’ commitment to delivering feature rich out of the box solutions.

Key Knowledge Management product benefits

Universal Knowledge Management Software, version 4.4 allows organisations to;

  1. Increase customer satisfaction
  2. Provide consistent quality responses
  3. Decrease call handling time
  4. Improve governance
  5. Reduce training times

How well do you know your staff, customers or clients?

The key for next generation customer service is about ensuring customers can truly engage your organisation; asking questions when and where they need to find answers, at the point that is convenient to them.  By analysing what useful information the knowledge base has collected about your customers, allows any organisation to truly anticipate customer needs, meaning that you can offer the best in class customer services, providing a rewarding competitive advantage for your organisation.

About Knowledge Powered Solutions

Knowledge Powered Solutions (KPS) is an Independent Software Vendor that specialises in providing knowledge management solutions that can be deployed to customer service staff, intranet users, external customers, internal staff, partners and stakeholders.  These groups are able to access vital knowledge quickly and easily through a simple to use natural language interface. The KPS knowledge management solution, which helps to identify and fill knowledge gaps and make the solution available for future use, has been designed to put the power of the accumulated expertise and know-how of the organisation at the fingertips of these key staff whilst minimising administrative overhead.  This technology enables users to deliver significantly improved support levels to internal and external customers whilst reducing cost of service. Customers include: BT, Credit Suisse, United Health Care, Stanford University Hospital & Clinics, Department of Transport and Contact 121 (Australia).

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