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Maximizing First Level Resolution: The Key to Minimizing End User TCO
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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.
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First Level Resolution, Total Cost of Ownership, Service Desk KPIs, Service Desk Key Performance Indicators, Service Desk Cost
Jeff Rumburg | MetricNet
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