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:

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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?

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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.

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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.

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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.

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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.

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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.

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KCS: Using Gamification for reward and recognition

Gamification is the application of game design and game mechanics in a work or social setting to motivate individuals and teams to perform specific and often repetitive actions. A core principle of KCS is rewarding and recognizing effort, and it has proven to be a successful combination when used with gamification to achieve this, both immediate and long term. In this article you will learn about the goals of reward and recognition, how to calculate the scoring and how to steer the content work with gamification.

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Part 1: resolve more support cases with self service – the biggest challenge for Service Desk

Most of Sweden’s IT managers believe web-based self-service provides effective support. They also think the biggest challenge is to get users to solve their problems using web-based self service instead of contacting support staff.

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