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Service Management Journey
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Category: Customer service

First Call Resolution Basics

October 9, 2014 Ryan Ogilvie Leave a comment

  After the last post, Request Fulfilment and the Stop Button, I received some feedback and more importantly questions around…

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Posted in: Customer service, ITIL, ITSM, Service desk, Service Management, Service Management Reporting Filed under: FCR, First call resolution, FLR, ITIL, ITSM, Service Management

When User Experience and Training Collide

September 29, 2014 Ryan Ogilvie Leave a comment

  Over the weekend I was in a store looking for an item which was not in stock. I asked…

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Posted in: Business Relationship Management, Continual Service Improvement, Customer service, ITSM, Service Delivery Filed under: Customer Satisfaction, Customer Service, service delivery, Training, UX

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