Back
Joost Wapenaar
Consultant and Project Manager
The benefits of knowledge management for your service desk
What are the benefits of knowledge management for your service desk? Read why you should invest in KCS and calculate how much time it’ll save.
...
Read more
How to implement KCS in 6 steps: Training & Coaching
Got your KCS system set up? KCS is more than just a process. Get your teams ready to make KCS successful in your organization. Preparation is everything.
...
Read more
How to implement KCS in 6 steps – and get measurable results
How to get Knowledge Management right? Based on years of experience, my team and I have made a 6-step plan for successfully implementing KCS.
...
Read more
5 Vital Knowledge Base KPIs for better Self-Service
Knowledge management is a never-ending process; continuous development in your organisation means the knowledge base must be constantly updated with new information. It’s important to regularly measure the health of your knowledge base. How do you do this?
...
Read more
Practicing what we preach – how we implemented Shift Left
We are all about Shifting Left so why would be not also implement it ourselves? Read how we implemented Knowledge Centered Service and tips and tricks we learned.
...
Read moreYou might also be interested in
Find out where you stand with the TOPdesk Maturity Model
Transform the service departments in your organization into business partners and add continuous value with the TOPdesk Service Excellence Maturity Model.
...
Read more
4 things IT professionals really want to say to their end-users
IT professionals are only human. And sometimes, all they want is to be brutally honest. Here are 4 things IT professionals really want to say.
...
Read more
4 ways Game of Thrones teaches us about customer experience
It’s been a couple years since the completion of HBO’s hugely successful series, Game of Thrones. If you haven’t seen it yet, don’t worry: We won’t spoil the ending for you! Instead, we’d like to share some surprising wisdom that the series’ characters impart about customer experience.
...
Read more