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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. But how do you make sure that your knowledge base can be used in a...

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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

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

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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