Archive for September 2022

First Contact Resolution (or First Call Resolution) is the percentage of customer queries in the contact center that are resolved during the initial contact with the customer, without requiring the customer or agent to follow up on the issue. 

Customer support agents are typically tasked with providing technical support to customers using software and hardware products primarily. They can be thought of as a subset of customer service, since they provide a service to your customers but are more specialized. 

Mean Time to Resolution (MTTR) is the average time between a customer reporting a problem incident and when that interaction is marked “resolved.”

Resolution Rate is a customer service metric that tell you how many tickets assigned to a customer service agent are solved over a particular time frame.

ITSM (IT Service Management) is the concept of delivering IT as a service. ITSM is responsible for the end-to-end management of designing, creating, delivering, supporting and managing IT services that enable employees to do their jobs. ITSM means continually improving IT services so they keep pace with the changing needs of the business. 

First Response Time (FRT) is the amount of time that elapses between when a customer first submits a ticket and your customer service agent sends a response. First Response Time does not include automated responses or messages from chatbots, or tickets that come in outside of business hours. 

In times when IT and business cannot exist without each other, understanding one of the most popular ITSM framework ITIL is key to meeting your business goals. ITIL serves important benefits and comes in many versions. However, not all parts of this framework will be suitable for you—the pivotal part is knowing what processes your business objectives need.