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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 with KCS.
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April 21, 2022
Self-service – some common questions answered
Self-service is a hot topic. And no wonder: it has great benefits for IT service desks. But will self-service take away work from the IT team? What kind of work does self-service create? And how does self-service affect IT professionals’ job satisfaction and customer experience? Let’s find out.
July 7, 2022
What IT departments can learn from B2C organizations
IT departments have nothing to do with B2C, right? Wrong. Find out what IT departments can learn from B2C organizations in this blog.
November 23, 2022
Agile service management in practice? 6 examples
Agile service management doesn’t provide you with extensive process descriptions you can implement in detail. Agile is a philosophy for how to set up your work. Find out more.