On-Demand: Diagnosing Health IT Help Desk SLAs Webcast

Do your service desk metrics indicate green, but conversations with end-users indicate red? Service Level Agreement metrics are often used as the framework to aligning expectations and driving satisfaction. But these metrics are more often than not a symptom where the process behind it requires alignment. Discussed during this webcast are often misconstrued metrics and how they influence different levels of end-user satisfaction and how to use the correct metrics for making improvements in your service desk, including:

– First Contact Resolution (FCR) versus First Level Resolution (FLR)
– In-scope FCR/FLR versus actual FCR/FLR
– Average Speed of Answer (ASA) versus % of Calls Answered within ASA SLA
– Average Speed of Answer SLA versus Abandonment Rate


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