How Knowledge Management is the key to Improve Help Desk Services

By CIOReview | Tuesday, January 29, 2019

A service desk has to ensure that users receive appropriate help in time as it is the only single point of contact (SPOC) between a company and its customers, employees and business partners

Knowledge management has become important than ever as services are becoming complex and service desk agents have to learn the range of new technologies and procedures to support customers effectively.

Identify and centralize knowledge

As technology evolves, knowledge is stuck in social media interactions, emails, comments, and tickets. Aggregating all this knowledge in a single database accelerates learning and enables the teams to make improved decisions. Agents having better knowledge about a particular system should document it. Customer’s suggestions and feedback should be documented. If the team receives multiple tickets on a particular issue then an article should be created to provide solutions.

Accessible and Actionable Knowledge

Tickets or incidents can be resolved quickly if the required information is found soon. Knowledge system should be easy to update and accessible. This helps in improving First Contact Resolution (FCR) and also reduces cost.

Knowledge Management should be part of routine

Writing and updating knowledge should be part of every agent’s job. Effective knowledge management helps to bring in a culture of collaboration. Knowledge management can be made part of the team’s process by ensuring that articles are written before changes are implemented.

Knowledge management will speedup agent training

An updated knowledge should be made accessible to the team to deliver value quickly and reduce new agents training time and cost. The team should also have access to update and refine articles.

Deflecting tickets with update Knowledge

Updated knowledge helps customers resolve issues by themselves. Many consumers use web self-service to find answers to their issues. Self-service satisfies customers and save time for teams.

Business performance check

The organization can understand the team’s performance by checking the number of articles attributed to FCR, the number of articles created and updated by the team, the number of articles used by the team.

A good knowledge base increases FCR rates, agent competency, productivity, Innovation and reduces average handling time, operational costs.