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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.
Chris Powderly, Support & Services Manager, Allens

HDI Member Request - First Contact Resolution Rate for Multichannel

Essay: That defines first contact resolution rate in a multichannel environment. Question: Please define First Contact Resolution for: Phone; Text; Email; Portal-submitted; Self-service; Chat; & Social Media (proactive support). Answer: There is a definition in the HDI Glossary for First Contact Resolution Rate (also FCon or FconR): “The percentage at which a single contact (whether by e-ma...More >>

 


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