I’ve spoken before about the importance of Knowledge Management to the modern Service Desk. Not only does it help cut resolution times massively, but it also promotes a better working culture. But to really push this cultural shift through in your organisation, there are a few things you need to do.
Make knowledge a part of solving every call
The most important process in really implementing a culture of knowledge sharing in your organization is to not make it an optional practice. Instead, sharing knowledge will now be a mandatory part of solving any call. A part of your operator’s procedure is now to always check the Knowledge Base. If he or she doesn't find a knowledge item about a specific request, the portal should be updated to help the rest of the team in the future.
It may sound harsh, but it’s not! For sure, at the start it may well be difficult for all operators to remember to add knowledge items every time. In the long run, though, these knowledge items will provide immense economies of scale, make all operator’s lives easier and improve the efficiency of the Service Desk.
Continuously optimise the knowledge items
A part of the practice of always checking the knowledge base is about making sure that all knowledge base items are up to date. If any item needs updating after a process changed, or the answer can be added to in some way, you should encourage your team to do so.
Think of the Knowledge Base as something that grows and changes organically over time. This not only puts less pressure on filling the whole base up with articles the day you implement it, but also helps make it into a routine of the Service Desk, and let’s everyone on the team help eachother.
Promote a knowledge sharing culture
Knowledge management is now everyone’s responsibility. Everybody can (and should) edit the knowledge base and create knowledge items. But realistically, not everyone at the Service Desk will just automatically go ahead and start adding knowledge articles to every call.
To really kick this off, you need some sort of incentives. We recommend some competitions or something similarly engaging, like a “knowledge base contributor of the week”-award, or maybe a "focus day" where everyone has to focus on adding knowledge articles after each call they solve. Just be sure you show the team the benefits of the new system, with continuously updated and motivating statistics.
However you do it, the important thing is to promote a culture of knowledge sharing. Because in the end, everyone will benefit from it. As a consultant, I have worked with Service Desks both before and after they seriously implemented Knowledge Sharing as part of their culture, and the difference in team spirit in the department is incredible.