51% of employees avoid sharing documents because they can’t find them or it would take too long to do so. Igloo 2020 State of the Digital Workplace report This statistic highlights that there are some key failures in the tools and processes chosen for communication and collaboration by organizations. Employees…
Posts Taggedself-serve knowledge management
How to enable self-service IT support in a remote environment
Ignoring the shift to work-from-home during the 2020 COVID-19 pandemic, remote work has been on the rise for a long time. Between 2005 to 2017, remote working arrangements increased by 159%. Today that number is at 4.7 million (3.4% of the US population). Even with the difficulties of the pandemic,…
Accessing a company knowledge base while working remotely
The COVID-19 Coronavirus outbreak has pushed companies from around the globe into a sudden and unexpected remote-working experiment in an attempt to contain the spread of the virus. Remote work requires employees to be armed with a full stack of tools that enables them to meet their daily work goals…
Designing your support desk to maximize ticket deflection
Ticket deflection is when a customer service or IT helpdesk ticket is avoided by way of a self-serve help mechanism. This means that an employee will be able to solve their own issue without requiring the intervention of a support professional or a service ticket being created. By allowing your…
Fixing Frequently Asked Questions in Slack
A show of hands if you’ve never seen this in your Slack workspace before… Nobody? Shocking… When Slack was born, it was a watershed moment for frequently asked questions just like this. It gave them a new home and IT Managers and Support Teams rejoiced with a nice tidy new…