Blog : First Contact Resolution
1.19.21 Read Time: 2 Mins
From case open to closure, Support case management and resolution processes must be efficient and effective. Yet case management is the most costly and time-consuming Support process and remains labor-intensive …
11.11.20 Read Time: < 1
Support Imperative: Track and Report Defects. If a customer took the time to report an issue, Support has the obligation to document this event.
8.8.20 Read Time: 5 Mins
How efficient and effective is your support organization? Do you measure how efficiently staff are handling core support activities? Do you meet or exceed industry performance benchmarks? The process of …
6.5.20 Read Time: 3 Mins
First Contact Resolution (FCR) is a common metric used throughout the technology services and broader customer services industries. While widely used the underlying inputs and assumptions that makeup FCR vary …
