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 calls...
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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 calls...
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If you're looking for a way to decrease the amount of time spent on recurring calls, investing in Knowledge Management is a great strategy. At a modern service desk, employees resolve calls...
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Getting knowledge management right has never been easy. You know that in the long run, recording the knowledge of your service desk could help your team work more efficiently. But it...
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In this video series, we explain an ITSM concept in about 45 seconds. This week: KCS, a.k.a. Knowledge Centered Service. What is it? And how does it help you do your work better?
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