Beyond First Call Resolution

Cohen, Andrew
November 2006
CRM Magazine;Nov2006, Vol. 10 Issue 11, Special section p6
Trade Publication
This article outlines the best diagnostic and measurement practices for judging the effects of new knowledge management (KM) practices. Information is presented on multiple interactions or activities for complex technical support centers. The use of automation in initiating troubleshooting is discussed, as well as the development of word equations to specify the savings.


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