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Colin Bassant
Project Manager
May 13, 2021
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…
October 25, 2018
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?
September 27, 2018
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).
February 8, 2017
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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