Colin Bassant
Project Manager
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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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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Read moreCustomer 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 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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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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Read moreYou might also be interested in
What is swarming? And how does it benefit your IT support?
What is swarming? Find out how it compares to the traditional three-tiered support model and why it’s more about culture than structure.
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Service desk KPIs: the low-down
Setting targets for your department. Easier said than done. Where do you start? Service desk KPIs are the answer. Find out the lowdown on KPIs here.
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How much does an ITSM tool cost?
What does an ITSM tool cost? Although this is a complicated question to answer, because there are so many factors to weigh up. Read the blog.
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