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One way of making knowledge part of your team’s process is to ensure that articles are written before changes are implemented.When a new service is transitioned into production, documentation is available to help facilitate adoption and prevent incidents.
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In fact, the results of applying knowledge-centered support can mean up to 50% incident deflection.*** How does your knowledge add value to your organization? Measuring knowledge is the first step towards improving your team’s performance.
Metrics to consider include: the number of articles attributed to First Contact Resolution, the number of articles created and updated by the team, the number of articles utilized by the team, and the number of incidents with article links.
This makes knowledge management more important than ever.
Not only does knowledge improve service quality, but it lowers the overall cost of support by boosting productivity.
If your team receives multiple common tickets, create an article about the topic.