First Contact Resolution & Knowledge Articles Report

Posted: July 4, 2012 6:22 AM
Categories: Insights For Customer Service Leaders , Outsourced Customer Service, Outsourced IT Help Desk, Healthcare, Outsourced Call Center, Technology, Insights For CIOs & IT Directors , Software as a Service-SaaS, Help Desk Best Practices, Legal, Hospitals, Customer Service Best Practices

This report allows you to determine if, as you add knowledge base records, there is an increase in the First Contact Resolution. There should be a strong link, if you knowledge articles are valuable.

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Client Success

50% reduction in time to deploy Giva's change, incident, problem, asset management and knowledgebase modules
60% reduction in the 5 year Total Cost of Ownership (TCO)
Saved at least 1 FTE due to lower ongoing administration
Saved 1 week per month due to easy to use reports

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Increased to 90% achievement in meeting service level agreements
70% reduction in generating reports and admin; eliminated 35 hours/month
50% faster to create/assign a service request
60% increase in information captured during the initial phone call
50% increase in the number of service requests created due to intuitive design

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80% increase in productivity by using Giva's dashboards and reports
60% increase in meeting service level agreements
45% increase in the number of the calls logged due to Giva's intuitiveness and ease of use
50% increase in productivity by using Giva's integrated custom forms

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