• Hi Karem,
    Since you have now completed your project and only need to arrive at the costing of the whole thing it should not be very difficult. I agree with all that you should have taken initial data for baseline reference to understand where you have made a difference but after the whole thing there is no point wasting time pondering over the…[Read more]

  • Hi There,
    I am also from the Tech support Contact Center Industry and have come across the same problem in the past with FCR. What matters here is the FCR timeframe. As we all know it is not possible to resolve maybee 50% of the total of 20% hardware faults in one call or a two day time frame. So we changed the time frame to 7 calendar days and…[Read more]

  • GP replied to the topic Review Review in the forum General 16 years, 3 months ago

    While measuring any process for failures or defects, it is essential to have clarity on what exactly we are going to measure and improve.
    Before going into technicals, let us have the ground rules clear:
    1] Always compare apples to apples. In case you want to express the results with number of documents as the denominator, the numerator cannot…[Read more]