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Frits Koot

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Service Culture

The major factor that makes a good service desk employee
By Frits Koot on November 14, 2019

Self-service, Shift Left and AI free up time that your service desk staff can use to focus on important and recurring problems. Given that these are the problems that have the greatest...

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Knowledge Management

How we improved our Knowledge Base using negative feedback data
By Frits Koot on January 25, 2018

It’s no fun receiving negative feedback, but we've found that it's incredibly valuable sometimes. For example if you want to improve your Knowledge Base. What do you do when a knowledge...

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