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Overview:
The gathering and use of metrics to manage system performance is a common IT practice. Over the last 15 years, similar techniques to assess and manage human performance within IT organizations have been adopted. The Help Desk area within these organizations is a focal point for this practice. This white paper shows you how to improve first call resolution and reduce escalations. The result is lower cost to operate the help desk while increasing customer satisfaction.
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| Format: | |
| Date: | Apr 2008 |
| Pages: | 5 |
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