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.
Month: September 2022
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.
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.