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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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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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What the perfect shared services manager looks like
What does the Shared Services Manager role entail? Stephen Mann shares the 7 responsibilities and ideal traits of a shared services manager.
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Finding the right ITSM vendor: 5 questions to ask when shortlisting solutions
In this blog, we’ve compiled a list of 5 key questions to ask yourself when comparing ITSM providers, to help you find your perfect match.
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Top 5 Service Management trends for 2021
Wondering what the top 5 service management trends will be in 2021? If so, look no further. Check out this blog to find out our expert predictions.
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