How To Really Stand Out As A Brand

Five Mistakes To Avoid When It Comes To Information Sharing At Your Service Desk

25 July 2017 by Alexa Armstrong

If you have a service desk at your facility, it probably serves as the primary point of contact and communication between your customers and your company. It's therefore important to manage information efficiently at this important and essential hub of knowledge and service.

The following are five mistakes you need to avoid to ensure that you effectively manage information at your facility's service desk:

Work the management of your company knowledge into the workflow seamlessly

At most companies, it's necessary to really make an effort to work knowledge management at a service center into the everyday workflow. On a daily basis, you've probably got many other problems to deal with that seem to take precedence.

However, improper information management at your service center is going to compromise customer relations over the long term and needs to be corrected immediately and constantly as part of your everyday workflow.

Ensure that all your information is centralized in a particular location

Be efficient when it comes to storing and organizing your information. Keeping everything together at a central location is always important, but it's especially important if you've got a service desk to manage that customers and staff members alike are going to reference for important assistance with data. 

Provide those who use the information you provide at your service desk with the opportunity to give feedback

Any service desk should eagerly solicit feedback from users in an effort to make improvements and perfect the process of managing and sharing information.

Creating a feedback loop is one of the best things you can do to improve information management at your service desk. Even simply providing a basic "thumbs up" or "thumbs down" comment card on certain categories can go a long way in improving things by showing you exactly what you need to work on. 

Use metrics that can pinpoint issues in your information sharing and learn from them

Measure everything to help you improve. You can measure metrics including what articles and informational resources are being consulted the most often or how much literature and staff members you're making available to customers to provide and manage information sharing at your service desk.

Measuring these metrics helps you to set and achieve goals that could drastically improve the performance of your service desk over time. 

Update information periodically to make sure it stays current

In today's fast-paced business world, changes come quickly at any company regardless of what industry it's operating in.

Information management can't just be a set-it-and-forget-it undertaking anymore. You're going to constantly need to be updating your information to make sure it's current and accurate when you share it. 

To learn more on this topic, contact Wormeli Consulting!

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