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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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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Better Knowledge Management is incredibly important to improving your service delivery and customer satisfaction. But how do you make sure that your knowledge base can be used in a...
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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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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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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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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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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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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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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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