(PRWEB) December 16, 2013
KPS, the leading knowledge management software provider in the customer service sector for organisations around the world, can help businesses provide the customer service support they need during this busy season and throughout the year. Typically deployed in customer service desk and contact centre environments, agents are able to access the information they require at the point of need.
Benefits of KPS’s Knowledge Management software include significant increases in productivity, reduction in operational costs, reduced training times and increased speed to competency for agents. Customers and Stakeholders receive consistent answers to their queries and issues for improved service quality.
KPS Web Self-Service integrates a company’s websites and data sources to provide the company’s customers with self-service available 24/7. The ability to lower call volumes while still delivering dependable customer service is critical to any channel shift strategy.
A KPS case study demonstrates that through KPS Web Self-Service, Devon and Cornwall Police Constabulary, an organisation needing to reduce costs where possible, were able to eliminate the need for the overnight shift for IT support that had proved to be expensive to the organisation. The web self-service technology not only attested to its effectiveness in reducing costs, but it also improved and updated customer service. In addition to offering the service needed to remove the requirement to staff the nightshift, the self-service option delivered benefits during the day, gaining productivity savings assisting the agent in resolving issues at first contact.
In addition to agent assistance and self-service, KPS Knowledge Management Software allows an organisation to logically structure and manage the search for knowledge across their information estate. This is provided from one access point, regardless of where the information resides.
The KPS knowledge management software can be implemented within days, it is easy to integrate, simple to use and maintain, and provides greater customer service while lowering company costs.
Knowledge Powered Solutions (KSP) offers knowledge management software that is becoming a core tool in the IT Service Management (ITSM), health, education and the public sectors. Working with over 100 organizations around the world, KPS has become a leading provider in assisting customer service while lowering organizational costs.