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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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Knowledge Management

Solve and evolve with KCS: The key to lower costs per call
By Colin Bassant on February 8, 2017

A supporting department can benefit greatly from a good process to keep information in the knowledge base up-to-date. If a solution to a question has been documented well, customers can...

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Knowledge Management

Practicing what we preach - how we implemented Shift Left
By Joost Wapenaar on January 26, 2017

  Shift left is a bit of our mantra at TOPdesk, so why would we not follow our own advice and share knowledge as much as possible? Our own support department here receives around 5,000...

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