Self help for users and customers..
Self service solutions and how they can help across your organisation, particularly witin the ITSM industry.
Blog
SDIT show London 2011..
Key points from the IT Service Managment and Support Show, Earls Court
Higher Education Cuts..
Given the cuts within the Higher Education sector, they could do well to adopt some of the efficiency savings that local authorities are currently putting into action.
Lesson Four: Dealing with Knowledge Gaps. How do you know what you don’t know?..
The Universal Knowledge system also allows you to identify where you do not have an answer in your system relating to the questions asked, again within U.K there is a workflow process that allows you to manage the knowledge gaps and identify what you don’t know, great for reducing additional workloads that maybe otherwise directed to your Contact Centre.
Lesson Three: Capturing Tacit Knowledge from Within..
In lesson three we learn the benefits of capturing Tacit knowledge from within the organisation.
