Colin Bassant

Project Manager

Colin is an experienced professional in the field of service management. As a TOPdesk consultant specializing in knowledge management, he has helped dozens of organizations in their journey towards service excellence. Currently, Colin works as a Project Manager at the TOPdesk headquarters in Delft.

Implementing a knowledge base

KCS: reduce IT call volume and service desk workload

How can you reduce the number of incoming calls and the average duration of the calls you do receive? Knowledge management is the answer.

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Creating a knowledge base

What is Knowledge Centered Service?

In this video series, we explain an ITSM concept in about 60 seconds. This week: KCS, a.k.a. Knowledge-Centered Service. What is it? And how does it help you do your work better?

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Customer satisfaction vs. customer loyalty

Customer satisfaction or customer loyalty? What matters for a service provider is whether customers will keep coming back to you and will stay loyal.

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Customer experience

Customer Effort Score as a predictor of customer loyalty

How do you measure customer satisfaction and customer loyalty? Customer Satisfaction (CSAT) and the Net Promotor Score (NPS) aren’t good predictors of customer loyalty. I’m sharing a method that works well for predicting customer satisfaction and customer loyalty: the Customer Effort Score (CES).

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Employees at work with KCS

Solve and evolve with KCS: The key to lower costs per call

Knowledge management has a slightly dull reputation. But it can be a quick way to reduce your costs per call. An easy way to start this is, is with KCS.

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3D impression of maturity model

Find out where you stand with the TOPdesk Maturity Model

Transform the service departments in your organization into business partners and add continuous value with the TOPdesk Service Excellence Maturity Model.

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Adjusting to the customers needs

How to say no: 4 steps for handling service requests

One of the hardest things for service desk staff is saying no to requests. But it’s necessary. How can you say no and still leave your customer satisfied?

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Digital user experience

3 tips for going beyond the perfect digital user experience

How does your organization stand out from the crowd now that digitalization is the new normal? Thought leader Steven van Belleghem reveals his three tips!

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