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.

...

Read more
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?

...

Read more

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.

...

Read more
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).

...

Read more
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.

...

Read more

You might also be interested in

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.

...

Read more

Say goodbye to service desk stress

How can you say goodbye to service desk stress? Our 5 tips help you add value to your organization while making your employees happier at the same time.

...

Read more

How to manage panic at your service desk

What causes panic at your service desk? We share 4 scenarios that send your service desk’s panic levels through the roof – and look at possible solutions.

...

Read more