Like many organisations requiring 24 hour IT support, police forces across the UK are faced with pressure to reduce cost and at the same time concentrate their resources to deliver front line services. Achieving both is challenging.
Service desks and service agents require ready access to relevant information. Knowledge management tools facilitate this through indexing information from many diverse sources and presenting this through natural language search.
Service knowledge management helps service agents and self service interactions become effective, timely and conclusive, which in turn reduces optional costs long term and provides better customer service interactions. The key is to address a small number of simple aspects of knowledge management and deliver an integrated approach to the benefit of all.
Urged to do more with less whilst becoming increasingly accountable for the results is forcing IT help desks to reduce costs whilst still putting the customer first and improve their experience
This article focus on the ways in which IT Service Desk productivity can be enhanced through the implementation of a quality knowledge management solution. This initial post introduces knowledge management solutions and the many benefits as well as the many challenges
Read More »