PART 2 – Increase first contact resolution rates (Level 1). Duration: 11 mins 18 secs.
Here's the SECOND Episode of our vid-cast on how to get more value out of your ServiceNow environment. This time we talk about increasing first contact resolution rates and the common barriers that Service Desk managers face.
Increasing first contact resolution rates is a major KPI for most Service Desk managers. Fortunately, this is something that is easily fixed by increasing accuracy and serving up the right answers first time. Easier said than done?
Watch as Mark, our host and Paul Heath, Co-Founder and VP of Product Marketing put Sofi for ServiceNow and the new Soapbox ITSM Team Edition platform through their paces.
Shifting left has never been so smart, simple or better.