The ultimate service desk metric: First Contact Resolution

The Importance of First Contact Resolution

Cover

The service desk operates at the front lines of employee support, serving as the face of IT to the majority of the organization – tying its operational capabilities directly to the success of the business at large. But tracking and measuring the performance of service desks isn’t always straight forward.

That’s where First Contact Resolution (FCR) can prove to be a valuable metric.

Inside this guide, learn more about FCR – including how to measure it, analyze it, and tie it to employee productivity – and how it can ultimately help to lower total support costs.

Vendor:
Contegix
Posted:
31 Jul 2019
Published:
31 Jul 2019
Format:
PDF
Length:
8 Page(s)
Type:
White Paper
Language:
English
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