Analogous to First Call Resolution , but inclusive of all contact channels. The incident, problem, or request is resolved to the customer’s satisfaction via the initial contact, and no further action is required. A clear definition is required (for each channel) of what constitutes a...
A measure of performance, efficiency, effectiveness or quality, usually based on statistical, historical, or operational data. Metrics are used as a basis for rewards and/or recognition, improving performance, communicating value (alignment to business goals), and measuring continuous...
A structured set of questions used by service desk staff to ensure they ask the correct questions and to help them classify, resolve, and assign incidents . Diagnostic scripts may also be made available to users to help them diagnose and resolve their own incidents. #Methodology ...
Any interaction or communication between a customer and a representative of a support center or service desk. #SupportChannels #MultichannelSupport #SupportOperations #Metrics #FirstContactResolution