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MetricNet, a pioneer in Service Desk, Desktop Support, and Call Center Benchmarking, provides a working definition of First Level Resolution, illustrates how costly escalation defects can be, and provides four very specific recommendations for maximizing First Level Resolution.

Keywords
First Level Resolution, Total Cost of Ownership, Service Desk KPIs, Service Desk Key Performance Indicators, Service Desk Cost
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Jeff Rumburg | MetricNet
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