Part IV: First Contact Resolution (FCR) route to Customer Satisfaction How FCR is a Service Desk measure that encompasses both Business Inputs and Business Outcomes According to a October 2010 Gartner study, first-contact resolution is a tried and true metric for the IT service desk with direct correlation to customer satisfaction, but many IT organizations [...]
Part III: How to Fast-track your First Contact Resolution (FCR) Rates How FCR soars with the right kinds of Commitment, Communication, Technology Support and Review How do you put in place a plan that addresses low FCR with a view to improving it? It begins at the top, with serious management commitment and goes down [...]
Part I: Understanding First Contact Resolution (FCR) and its Criticality Why is ensuring that a customer never has to call back to resolve an issue matter so much? In the world of Service Desk, First Contact Resolution (FCR)is properly addressing the customer’s need the first time they call, eliminating his or her need to follow [...]
Hi, welcome to my next installment of the Remote Infrastructure Management blog. Today, we will discuss how RIM outsourcing can increase the efficiency of your IT infrastructure resulting in faster return on investments (ROI). The biggest challenge CIOs facetoday is deliveringIT infrastructure that supports their business’ needs. The increasing complexities of IT infrastructure and the [...]
Hi, welcome to my next edition of Remote Infrastructure Management blog. In this edition of the blog we will discuss how outsourcing your managed services can result in increased responsiveness and improved efficiency. Over the time, IT infrastructure has grown too complex to compete with the dynamism of today’s business. An organization spends an average [...]
Hi, I am back again with my next post on Remote Infrastructure Management. As promised, today’s post will discuss security practices and its importance in IT infrastructure management outsourcing. IT infrastructure is at the heart of your enterprise and you will never want a breach. A premium security practice is a prerequisite for any organization [...]
GSS Infotech Recognized by Symantec for Expertise in End Point Management GSS Infotech announced today that it has achieved Symantec Master Specialization in the area of End Point Management. Symantec Master Specialization recognizes partners with a proven expertise in a particular area of business and empowers them with the IT skills and experience required to [...]
Hi!!! Welcome back to my next post on Remote Infrastructure Management. Today in this blog we will discuss how RIM adds value to your business by improving the quality of your IT infrastructure and processes. Complex IT infrastructure requires specialized expertise. To remain competitive, you have to improve your operational efficiency and become more flexible [...]
Hi I am Rangababu Thota, Head of Remote Infrastructure Management at GSS Infotech. As part of my role I speak to many organizations looking to find efficiencies in the way they support and manage their IT infrastructures. All of them are looking to save money and deliver the same (and usually better) service levels to [...]
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