Services Delivery & Operations
Archives for June 2021
Discussion List
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Definition of First Contact Resolution for a non case handling modelHi, I am reviewing FCR for our Tier1 model, which does not have case ownership. Does anyone have a similar model in Saas and if so how are you defining FCR? Also once the case is closed(without confi…Answered ✓ Juliebarrett 91 views 3 comments 0 points Most recent by Sara Johnson Services Delivery & Operations
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Benchmark for Email Support SLAsHi, We are a SaaS company looking at revising our SLAs for email Support cases. Looking for insight/best practices that others employ. Thanks, CorinneAnswered Corinne Flanagan 63 views 3 comments 0 points Most recent by SteveCloughesy Services Delivery & Operations