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Testimonial: I have found that the new HDAA Knowledge Base reduces the time it takes me to research industry stats & reliable information for the ITSM sector. It’s easy to use search functionality encompassing KCS principles, helps to filter & tailor my searches more accurately & there are numerous new services now available through the website. Every time I return to the site there is new information published. Very impressive.
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First Call Resolution: Getting It Fixed the First Time

Fri 01 Jan - Mon 29 Feb 2016 Company Author: HDI Support World Magazine Author: Randy Mysliviec






best practice , customer satisfaction , costs , desktop support , first call resolution , continual service improvement , incident management , metrics and measurements , process management , processimprovement , return on investment ROI , supportworld


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Every field services or support services team has first call resolution (FCR) in their metrics. During my nearly 40 years in the technology business, I have worked for and with both hardware and software solutions providers, and in a nutshell, FCR is about answering or solving the customer’s problems on the first call. The objective is hopefully obvious: solve the problem the first time as quickly and for the least cost possible. The data is compelling; do this well and your cost struc...More >>


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