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IQPC Media Partnership | Social Media for Customer Care Summit: If you’re struggling with how to use social media to deliver exceptional customer care then join with experts to learn how to develop strategies, turn risks into opportunities, and network with speakers from Nokia, INTEL, Wells Fargo, Ask.com and more. Visit the website or download the agenda to see what’s in store!
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Self Service Completion Rate | Last year the average cost of resolving an incident at level 1 in North America was about $22. If some of these incidents can be deflected to self-service, that reduces the headcount requirements and hence the cost of the service desk. Continue reading.
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IT Service Training, IT Support Training, IT Service, IT Support, IT Service KPIs, IT Support KPIs, IT Support Metrics, IT Service Metrics, MetricNet
Jeff Rumburg | MetricNet
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