Methods that work

The Digital Native – A challenge or a source of power within the support organization?

Whatever we call them, there will continue to come new younger groups of people that has a new relationship to everything that is digital and new technology then previous groups. It can be a challenge but also a great source of power.

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6 Valuable Tips for dealing with Legacy Data

Working with legacy data is a common and often frustrating issue to handle. This article will give you the knowledge needed to begin dealing with it effectively.

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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:

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The support iceberg is growing 24/7 – opportunity or threat?

As service-oriented support organizations and service desks, how do we address the new generation of employees, the old generation’s new behaviors, and new technology?

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That´s why you want a separate specialized knowledge tool

The right tool supports the chosen method and reduces the need to develop workarounds. It also encourages users to follow the correct methods through having the right flow and functions.We give you three reasons to why you should use a specialized knowledge tool.

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HDI Orlando – “Level Zero” on everyone’s lips

After spending three days at the HDI conference in Orlando, the world’s largest helpdesk and service desk event, I can say that American companies and organisations are currently focusing strongly on introducing Level Zero support, which is the level before first line where users can help themselves.

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What are your organizations Knowledge Initiatives for 2016?

No matter if an organization is starting their Knowledge journey, or if they are maturing their Knowledge Centered Support processes in a phase II or III, the first months of the year are the time to plan and set the goals for the 2016 Knowledge Initiative.

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Knowledge – The shift to good enough

The traditional viewpoint that every article created should be perfect has no connection to how we consume and process information. Support organizations that realize it’s impossible to create perfect knowledge articles will succeed with knowledge management. Successful support organizations develop methods for the early identification of new issues, and they create effective articles that resolve the new issues.

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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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