Search found 3 matches

by LennyD
Tue Aug 31, 2010 1:12 pm
Forum: The ITIL Service Desk
Topic: First Call Resolution (again)
Replies: 2
Views: 5474

First Call Resolution (again)

I am new to the forum. I would like information on how you calculate First Call Resolutions (FCR)? Do you have any information on white pages for this? I can't seem to find any related topics on this site.
by LennyD
Tue Aug 31, 2010 12:31 pm
Forum: The ITIL Service Desk
Topic: Servce Desk Team Meeting Structure help
Replies: 3
Views: 11106

DJL, at the risk of sounding repetitive, first establish the purpose of the meeting. When you know what it is for, it should become obvious what the agenda should be. I wonder, across the world, how many team meetings are taking place today largely for the reason that "it is good to have team meeti...
by LennyD
Tue Aug 31, 2010 12:25 pm
Forum: The ITIL Service Desk
Topic: Who "owns" training for your service desk agents?
Replies: 1
Views: 3870

Re: Who "owns" training for your service desk agen

I have read quite a bit on this and tried a multitude of different ways but was just curious if someone would share successful solutions in your organization? Also what is your current ratio of agents to training resource; mine is currently about 14:1 (agents:trainer). Thanks all.. I have my top ag...