According to a October 2010 Gartner study, first-contact resolution is a tried and true metric for the IT service desk with direct correlation to customer satisfaction, but many IT organizations still under-utilize it. It sounds quite intuitive when you think about it: when a customer’s problem is resolved the first time he calls the Service [...]
How do you put in place a plan that addresses low FCR with a view to improving it? It begins at the top, with serious management commitment and goes down all the way to the floor. It is only when FCR becomes a way of life that your organization starts reaping its benefits. Here’s how: [...]
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