{"id":15573,"date":"2018-08-01T10:41:46","date_gmt":"2018-08-01T08:41:46","guid":{"rendered":"https:\/\/www.topdesk.com\/fr\/?p=15573"},"modified":"2024-07-15T13:02:08","modified_gmt":"2024-07-15T11:02:08","slug":"reduire-charge-de-travail","status":"publish","type":"post","link":"https:\/\/www.topdesk.com\/fr\/blog\/reduire-charge-de-travail\/","title":{"rendered":"Comment r\u00e9duire les tickets et la charge de travail du helpdesk ?"},"content":{"rendered":"<p><strong>En qu\u00eate de rentabilit\u00e9, les responsables des helpdesk se demandent souvent comment r\u00e9duire le nombre d&#8217;appels entrants, la dur\u00e9e moyenne des appels re\u00e7us, etc. La r\u00e9ponse se trouve dans le knowledge management ou encore, la gestion des connaissances.<\/strong><\/p>\n<h2>Partager le savoir = des utilisateurs plus autonomes<\/h2>\n<p>La maintenance d&#8217;une base de connaissances peut sembler \u00eatre un travail de titan, mais il faut le voir comme un investissement qui rapporte \u00e0 long terme. Une fois que vous avez un r\u00e9pertoire complet et d\u00e9taill\u00e9 de vos connaissances, vous gagnez du temps et de l&#8217;\u00e9nergie par rapport aux recherches de solutions, mais surtout, et si vous leur y donnez l&#8217;acc\u00e8s, vos utilisateurs peuvent trouver la r\u00e9ponse \u00e0 leurs questions eux-m\u00eames, sans devoir passer par votre helpdesk. Cela semble id\u00e9al, n&#8217;est-ce pas ?<\/p>\n<p>Oui, mais, comme nous l&#8217;avions dit, c&#8217;est un investissement. La r\u00e9alit\u00e9 \u00e0 laquelle de nombreux helpdesk font face est que c&#8217;est un v\u00e9ritable d\u00e9fi de maintenir une base de connaissances \u00e0 jour. C&#8217;est pourquoi, le<a href=\"http:\/\/www.serviceinnovation.org\/\"> Consortium for Service Innovation<\/a> a d\u00e9velopp\u00e9 la m\u00e9thode Knowledge Centered Support (KCS)*. Celle-ci repr\u00e9sente un ensemble de meilleures pratiques pour la gestion du savoir. Chez TOPdesk, nous sommes convaincus que les helpdesk pourraient en tirer de nombreux avantages, et ce blog explique pourquoi.<\/p>\n<h2>Quel est le retour sur investissement (ROI) de la maintenance d&#8217;une base de connaissance ?<\/h2>\n<p>1.Le d\u00e9lai d&#8217;attente est jusqu&#8217;\u00e0 60 % plus court et 50 % de plus de r\u00e9solutions \u00ab pour la premi\u00e8re fois \u00bb<\/p>\n<p>2.Les nouveaux employ\u00e9s sont 70 % plus vite op\u00e9rationnels<\/p>\n<p>3.Jusqu&#8217;\u00e0 50 % de plus d&#8217;utilisateurs autonomes qui r\u00e9solvent eux-m\u00eames leurs tickets<\/p>\n<p>Des chiffres qui semblent assez incroyables, et pourtant <a href=\"http:\/\/library.serviceinnovation.org\/KCS_Kernel\">r\u00e9els<\/a>.<\/p>\n<h2>Comment fonctionne cette m\u00e9thode ?<\/h2>\n<p>Pour que la m\u00e9thode KCS fasse ses preuves dans votre organisation il faut que chacun r\u00e9alise ceci : l&#8217;id\u00e9e, c&#8217;est d&#8217;enregistrer le savoir pour tous les utilisateurs finaux et pas uniquement ceux qui ont eu le probl\u00e8me. Une fois que tout le monde a assimil\u00e9 ceci, cela devrait \u00eatre plus facile d&#8217;impl\u00e9menter le processus KCS :<\/p>\n<h2>Le processus<\/h2>\n<p>Quand un utilisateur pose une question, consultez la base de connaissances afin de voir si une r\u00e9ponse a \u00e9ventuellement d\u00e9j\u00e0 \u00e9t\u00e9 enregistr\u00e9e.<\/p>\n<p>Il existe une r\u00e9ponse, mais est-ce la bonne ? V\u00e9rifiez que les situations sont similaires. Si ce n&#8217;est pas le cas, vous devrez peut-\u00eatre mettre la r\u00e9ponse \u00e0 jour.<\/p>\n<p>Ajoutez toutes les nouvelles questions et r\u00e9ponses \u00e0 la base de connaissances. Vous obtiendrez rapidement une base de donn\u00e9es bien remplie !<\/p>\n<h2>Autonomisez vos utilisateurs finaux<\/h2>\n<p>Si vous voulez donner le droit de r\u00e9soudre leurs tickets \u00e0 vos utilisateurs, donnez-leur l&#8217;acc\u00e8s \u00e0 votre base de connaissances et informez-les sur la fa\u00e7on de pouvoir y acc\u00e9der.<\/p>\n<p>En leur donnant cet acc\u00e8s, vous leur permettez de r\u00e9soudre de nombreux probl\u00e8mes eux-m\u00eames sans devoir passer par votre helpdesk.<\/p>\n<p>Une bonne gestion du savoir contribue \u00e0 une meilleure qualit\u00e9 des prestations de services. Vous trouverez plus d&#8217;informations sur ce que cela peut apporter \u00e0 votre helpdesk de constamment tenir compte des utilisateurs dans leur travail quotidien dans l&#8217;eBook <a href=\"https:\/\/www.topdesk.com\/fr\/e-books\/orientation-client\/\">\u00ab L\u2019utilisateur au centre, les services internes comme valeur ajout\u00e9e pour votre entreprise \u00bb.<\/a><\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>En qu\u00eate de rentabilit\u00e9, les responsables des helpdesk se demandent souvent comment r\u00e9duire le nombre d&#8217;appels entrants, la dur\u00e9e moyenne des appels re\u00e7us, etc. La r\u00e9ponse se trouve dans le knowledge management ou encore, la gestion des connaissances. Partager le savoir = des utilisateurs plus autonomes La maintenance d&#8217;une base de connaissances peut sembler \u00eatre<\/p>\n","protected":false},"author":379,"featured_media":15585,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_searchwp_excluded":"","inline_featured_image":false,"editor_notices":[],"footnotes":""},"class_list":["post-15573","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":{"blog_author":"","blog_hubspot_cta_link":null,"toc_display":"not-visible","blog_promotion_overwrite":false,"blog_promotion":false},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.0 (Yoast SEO v27.0) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Comment r\u00e9duire les tickets et la charge de travail du helpdesk ?<\/title>\n<meta name=\"description\" content=\"90\u00a0% des soci\u00e9t\u00e9s ont plus d&#039;un 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