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’.