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...
Continue ReadingWho 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...
Continue ReadingBetter 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...
Continue ReadingIt’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...
Continue ReadingSo 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...
Continue ReadingI’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...
Continue ReadingImproving 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...
Continue ReadingIn 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...
Continue ReadingA 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...
Continue ReadingShift 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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