Measuring how well you deliver first call resolution (FCR) can help contribute to the understanding of how successful your service desk is at meeting your customer requirements. What is customer satisfaction (CSAT) and how does it relate to FCR? What other key metrics should be considered? When looked at collectively in a sea of datapoints, KPI patterns provide insight into a dynamic ever-changing IT landscape.
Ivanti’s IT Service Management platform captures this data and displays it in an easy to understand way. Knowing that this information is reliable and measurable, facilitates difficult strategic decisions based on hard facts. Easy to customize dashboards adapted to your changing environment / business.
Contact us today! Dataseti is ready to assist you with better understanding your IT service needs.
-Justin Webster, Sales Engineer | Consultant