Case Study: Sheffield City Council achieves improved first-call resolution with Knowledge Powered Solutions' Knowledge Management Software

Sheffield City Council Knowledge Management Software Solution for their Contact Centre

Sheffield City Council needed to give its contact centre agents fast, reliable access to information so they could handle citizen enquiries across a wide range of topics—roads, transport, environment, housing, education and more—and resolve calls at first contact. To meet that need they deployed Knowledge Powered Solutions' Knowledge Management Software.

Knowledge Powered Solutions embedded its knowledge management system into the council’s CRM, creating a single, integrated information estate available to agents during the contact centre’s 8am–6pm, Monday–Friday operation. The solution enabled agents to answer calls at first contact across many subjects, streamlined access to authoritative information and reduced the need for escalations, delivering a more efficient contact centre experience.

Sheffield City Council