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Updating ability and reading strategies are considered as important factors in the buildup of a mental model of a text.However, only few studies examined the relation of updating and knowledge of reading strategies with reading comprehension.
Enabling self-service both satisfies customers and frees up time for your team.
If one person holds knowledge about a particular system, have them document it.
If customers are commenting about a service, update your documents with that feedback.
Your team can do this by having agents refine articles as they use them.
This means that your knowledge base reflects the team’s collective experience to date. Customer feedback is the best way to fine-tune your content to deliver the best answers. This could be as simple as a “thumbs up,” or as rich as a comments section.
This is one of the core facets to knowledge-centered support.
Craig Samuel, HP’s Chief Knowledge Officer, says that knowledge sharing is not a technology issue.As the single point of contact for customers, the service desk is the face of IT.With services becoming more complex, agents now have to keep up with the range of technologies and procedures needed to effectively support customers.As technology evolves, knowledge will exist in more and more disparate places.Information gets stuck in email, social media interactions, forum discussions, comments, tickets, and even in the brains of individual service desk agents.In his estimation, work processes and cultural issues account for 90% of problems*.