First contact resolution rate refers to the percentage of incidents resolved by the service desk.
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Q12: One of the advantages of assigning an
Q13: When assessing the service desk's performance, quality
Q14: Team performance metrics show not only that
Q15: Some companies measure the total cost of
Q16: Service desks that don't have formal SLAs
Q18: Customer satisfaction is a common SLA metric.
Q19: Most unhappy customers tell companies about their
Q20: When surveying customers about a particular incident,
Q21: Since benchmarking services are relatively cheap, it
Q22: Service Level Agreements are considered the most
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