assyst Blog / analytics

What's Wrong with the First Call Resolution Metric?

For many service desks, First Call Resolution (FCR) is the "holy grail" of metrics, but should it be? Like any metric, First Call Resolution is just a number. It will tell you something—but not everything—about your service desk performance. You need to consider FCR as part of a balan …

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Service Desk Challenges: Reduce Call Volumes

Reduce call volumes coming in to your service desk

This is article 2 in a series of 8. Go to number 1 in the series here. The Challenge  A high volume of calls is the number one headache for the service desk. Sometimes it seems like everybody is just too busy logging calls to have any time to deal with the issues and requests. The pho …

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