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Knowledge Management

5 Vital Knowledge Base KPIs for better Self-Service
By Vincent Bode Bakker on April 19, 2018

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...

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Knowledge Management

The changing roles and responsibilities of the Knowledge Manager
By Hannah Price on March 22, 2018

Who owns the Knowledge Base at your Service Desk? The politically correct answer is probably “it’s a joint effort”. But in real life, isn't the Knowledge Manager the one doing most of...

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Knowledge Management

Creating a better Knowledge Base experience (Infographic)
By Hannah Price on March 14, 2018

Better Knowledge Management is incredibly important to improving your Service Delivery and Customer Satisfaction.

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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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Knowledge Management

Writing better Knowledge Base Articles
By Hannah Price on January 18, 2018

So often, the problem with Knowledge Bases is that they are hard to understand. Either the knowledge articles do contain the knowledge and it's just not communicated that well, or the...

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Knowledge Management

Inspiring better Knowledge Management in your Service Desk
By Hannah Price on October 26, 2017

Whether you are just looking to start the process of better knowledge sharing in your organisation, or if you already have a Knowledge Base you'd like to make better use of, one of the...

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Knowledge Management

Promoting better Helpdesk Knowledge Sharing
By Hannah Price on August 17, 2017

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...

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Knowledge Management

Best Practice Knowledge Management Step-by-Step
By Hannah Price on July 28, 2017

We strongly believe that Knowledge Sharing is the way to go for the modern Service Desk. Instead of reinventing the wheel with every call, you should be using the collective knowledge of...

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Knowledge Management

5 steps to building a help desk knowledge base
By Guilherme Bueno on April 4, 2017

Improving the quality of service delivery is a commendable goal, but our day-to-day workload sometimes means this remains an elusive fantasy. Few of us have the time to sit down and...

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Knowledge Management

KCS: Reduce IT call volume and service desk workload
By Colin Bassant on March 28, 2017

In the quest for efficiency, service desk managers are constantly asking questions. How can we reduce the number of incoming calls? And how can we reduce the average duration of the...

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