Knowledge is among your most valuable assets – are you maximizing it?
The experience and expertise of the people in your organization are your biggest asset. They are the foundation for ensuring satisfied customers and having services that work well. Learn how to make sure you are taking care of your knowledge.
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5 Essential Tips for Self-Service Success
Whether you’re looking to implement self service for your customer, or assessing the quality of your current self-service solution, there are five key enablers that need to be in place in order to achieve a successful self-service solution.
Self service is an excellent tool that I always recommend every organization to implement as a service to their employees, as it improves service and support. A good self-service solution will also reduce support costs, decrease incoming calls to the service desk, and improve job satisfaction within the service desk. Invest some time in my five recommended key enablers to discover how you can dramatically improve the results of self service:
How to motivate your employees to use their new Knowledge Tool
Your organization has spent many hours researching, selecting, and launching a great new technology. A cloud based knowledge solution will revolutionize the way your organization brings company knowledge together. The challenge is making sure that your employees will adopt and work with the knowledge tool, versus continuing the habit of contacting the service desk first?
Are you encouraging your employees to share their knowledge?
In the past companies suffered because employees were sitting on knowledge and not sharing it with their colleagues. The end result has been that employees were not working effectively since they have had trouble accessing critical organizational knowledge. Luckily, this trend is changing.
How do you evaluate employees without rating them?
More and more companies move away from the traditional rating-based performance model in the organization. It makes sense to focus on goals instead of activities. You want your company (and employees) to grow and develop, and in order to do so, you need to focus on the right things. Measuring activities will give you an unfortunate result as your staff will focus on achieving what you are asking for, and nothing more.
Part 6: Resolve more cases with self-service – Creating awareness of the new solution
It is not enough to offer self-service if users are not aware that it is available or understand the advantages. It is essential that Service Desk markets the self service solution, its content and the benefits it provides in order for more users to resolve their problems via the self-service solution.
Highlight the heroes of the Service Desk!
Create and highlight heroes and motivated employees in the service desk by implementing elements of Gamification in the creation and maintenance of a qualitative Knowledge base as a part of improving the support delivery. Read more
Part 4: Resolve more cases with self-service – the importance of support from management
The management staff constitutes an important tool for changing behavior in an organization. Include them early in the process, use best practices, references and provide prompt feedback on progress.
Part 3: Resolve more cases with self-service – Tool for understanding and changing user behavior
How can we get users to look for help in a self-service system rather than in the usual way, by contacting staffed support? When a new way of working with new routines is to be implemented, it means change to the existing situation. People react differently to change. The blog article gives you basic knowledge of the change process that is essential for changing user behavior.
