Customer Service Knowledge Management Software Solutions - Contact Centre Solutions - Knowledge Powered Solutions (KPS)
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Contact Centre Knowledge
Management Solutions

Empower your contact centre agents with an intuitive customer service knowledge management system that is sure to enhance customer satisfaction and improve agent productivity.

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

Contact Centre Solutions Benefits

Improved First Call Resolution (FCR) rates

Agents have the ability to search your most refined information at the click of a button to quickly and easily resolve calls first time and without escalation

Reduced Average Handling Times (AHT)

Our Natural Language Search allows agents to retrieve accurate results quickly improving the speed to resolution

Reduced training times

Training materials and essential information are readily available to the agent, reducing training times by up to 50%

Seamless and enhanced customer experience

No matter the channel, customers have access to consistently accurate information on demand

Improved agent productivity and compliance

Agents spend less time searching and more time resolving as knowledge processes are streamlined into one easy to use repository

Tacit knowledge transfer

KPS contact centre knowledge management solution enable agents to document and share their experiences & expertise which doesn’t leave when they do

Other Knowledge Management Solution Features

On top of its core components, Universal Knowledge management products have a wide range of features applicable to each solution. Follow the links below to learn more about our comprehensive Knowledge Management product and how its features can help to solve your business issues.

Additional Features
Manage and Curate Security to manage multi-tier environments.

By utilising our simple to use document creation and editing tool, agents and managers have the ability to document successful resolution details making them searchable for future reference. Security to manage multi-tier environments is provided, with granular security allowing templates to be configured for mixed audiences. This allows a single document to be created and managed, for example providing self-service and/or multi-Tier information within a single article. Contact centre staff are also easily able to provide feedback or rework requests, ensuring knowledge is continually refined.

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Knowledge Capture Our content creation tool provides an easy way to create content.

Our content creation tool provides an easy way to create content in specific styles and formats, ensuring consistency of style and structure. Embedded images and videos will bring your content to life, so customers can quickly resolve their own queries in a simple manner. Sections within templated content can also be flagged for different devices, so that agents and customers get the best experience no matter what size of device they are using. Decision tree content provides a simple to create step by step resolution guide, ideal for both agents and customers to ensure only information specific to their query is provided. Information can also be referenced from external sources, such as file shares and websites, ensuring effective sharing of your most valuable knowledge. Tacit Knowledge can be requested and input through the tool, with workflows to ensure no knowledge gap is left unactioned.

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Share Automatically push notifications and required readings specific to your agents.

Automatically push notifications and required readings specific to your agents through our notifications portal, helping to reduce training times, ensuring agents are fully aware of important information or to raise customer awareness of the latest updates all from one tool. Required reading tasks provide full audit trails to understand who has received and read the information, which can be used to replace current communication systems and ensure full quality control of content processes and user behaviour.

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Reports and Insight A full understanding of your knowledgebase and customer activity levels

Gain full insight into key information in your knowledgebase such as knowledge gaps, document significance, document statistics, questions asked and user behaviour. A full understanding of your knowledgebase and customer activity levels on your self-service portal, significantly reduces administration overheads and provides true insight on your agent and customer behaviour. Report dashboards enable you to get a high level overview of your knowledgebase 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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Dashboards

Our dashboards provide managerial staff and agents with instant visual insight into key contact centre metrics such as questions being asked by agents, outstanding knowledge item actions or liked articles enabling contact centre staff to perform daily tasks as easily and efficiently as possible.

Search

Whether the answer is held on a live website, your company intranet or within a lengthy PDF document on a file-share, Universal’s Natural Language Search ensures that our contact centre knowledge management solutions will not only return accurate results but also pinpoint the answer, improving speed to resolution.

Multichannel

Whether contact is made via the phone, email, chat or social media KPS contact centre knowledge management solutions sit at the core of every channel providing a consistent customer experience regardless of their journey.

Like

Whether it is a frequently used document or one that is of most importance to an individual, our like function enables agents to personalise the knowledge that they have the fastest access to. Through liking documents agents can easily locate the information they need during the pressure of a customer call.

Decision Trees

Streamline your processes by generating easy to navigate decision trees guiding your agent and the customer to a successful resolution that dramatically reduces AHTs and improves FCRs. A full audit trail also enables managerial staff to visualize the steps that were taken to achieve your successful resolutions.

Leaderboard Reports

With our leaderboard reports it has never been easier to incentivize agents and encourage successful user adoption. Reward agents based on knowledge contribution or successful resolution rates, to generate healthy competition and increased value of customer service within your contact centre.

Self-Learning

Universal Knowledge provides a self-learning system that improves with levels of usage. Having the ability to learn from previous user searches, ensures that the correct answer is provided to the agent at the point of need. First time, every time.

Taxonomies

Structuring information into taxonomies enables agents to filter documents according to categories such as client/customer industry, department or area of customer service providing further improvements to the speed of access to information.

Notifications

Through using the notifications module agents and managerial staff alike are always kept up to speed with the latest contact centre developments. Automatically push news bulletins and required readings and achieve full traceability of who has both received and read notifications.

Metrics

KPS contact centre knowledge management solutions, provide contact centre managers with fast access to our out of the box reports to gain valuable insight into their contact centre’s performance. Our comprehensive reports ensure that an intelligent approach can be taken when editing or renewing knowledge.

Create & Edit

By utilising our simple to use document creation and editing tool, agents and managers have the ability to document lessons learned or successful resolution details making them searchable for future reference. Contact centre staff are also easily able to provide feedback or rework requests, ensuring knowledge is continually refined.

Leverage

Leverage essential information and contact centre procedures from multiple repositories, streamlining your processes and providing accessibility from one single portal. Create automatic bulk uploads at intervals of your choice minimising the time and effort required to update and maintain your knowledgebase.

Integrate

With our comprehensive set of APIs, call centre managers have the ability to integrate our contact centre knowledge management solutions with a variety of systems such as CRM. By integrating Universal with your CRM application agents have access to the information they need within the CRM, creating a seamless experience

Discussion Forums

Use discussion forums to develop a network whereby agents can discuss tasks and issues, seek feedback and gain insights. This will not only help new hires get up to speed in their role, it will also help engage all agents through interactions and knowledge-sharing which can positively impact business results.

Contact Centre Knowledge Management Customers

Customers are increasingly demanding customer service excellence both before and after sales. Meeting these high level expectations is critical in acquiring new customers and retaining existing ones.

Many challenges face contact centres worldwide many of which can be alleviated using comprehensive contact centre knowledge management solutions to empower your agents with the right information across multiple channels.

‘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)

Multichannel Consistency & Fluidity

Many of today’s contact centres take a multichannel approach to their customer service operations with the likes of social media, email, chat, community forums and mobile all gaining weight in their significance to the contact centre along with the traditional phone route.

The challenge of today’s evolving technological environment is that response times and the accuracy at which they are delivered, remains consistent and uncompromised regardless of the channel that is chosen by the customer. Core to the delivery of exceptional customer service across multiple channels is a multichannel contact centre knowledge management solution.

KPS contact centre knowledge management solutions have the robust flexibility of sitting at the centre of communications across all channels, and also allows for integrations with a number of systems such as CRM. Such synergies are sure to provide both your customers and your agents with a seamless and greatly enhanced experience.

Reduce the Effects of Attrition & Enhance Agent Excellence

The career of a contact centre agent is typically a short-lived one leading to headache for contact centre managers. Expensive and lengthy training for agents demands high levels of financial and intellectual investment.

With our contact centre knowledge management solutions, training times can be halved by up to 50% with dramatic impacts also seen in agents’ final competency and confidence.

Processes are streamlined and knowledge is centralised into one easy to use portal, empowering the agent with the tools to excel in both productivity and efficacy.

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