Watch Face

Time to Resolution

A few posts back we had talked about one of the most commonly used tech support statistics, First Call Resolution and how it can be subject to abuse.  Another important statistic in the tech support world is Time to Resolution, or more simply Resolution Time, but abbreviated TTR. Resolution time is just what it sounds…

Success with Multi-Channel Support

With new technologies becoming ever more accessible to customers of all demographics, there is increasing demand for variety in the support channels offered. Customers may have accepted being driven to a single channel in the past; today, the lack of a preferred channel may have a significant impact on customer retention. But there is more…