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Aug 18, 2006 10 min

First Call Resolution The All Time Bogus Metric

from Pink Elephant - The IT and ITIL Service Management Experts Hosted by Pink Elephant

How many times have you seen the glint in the executive's eye when he or she proudly proclaims a first call resolution of 80% percent or higher? How many of us focus on this supposed key metric as the primary Key Performance Indicator for our outsourced Service Desk Contract? What if we were to say that this single metric is probably the most misleading metric of all time? This week's PinkCast examines the "First Call Resolution" myth and what it actually might be covering up. We invite you to listen to this engaging interview with George Spalding, Executive Consultant with Pink Elephant.

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This episode is 10 minutes long.

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This episode was published on August 18, 2006.

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