Watch Face

Time to Resolution

Support Statistics

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…

Commodities Market

Tech Support is not a Commodity

Customer Experience, Outsourcing

If you view technical support vendors mostly based on price, do you think that technical support is a commodity? Wikipedia: “The exact definition of the term commodity is specifically used to describe a class of goods for which there is demand, but which is supplied without qualitative differentiation across a market. …The market treats [commodity]…