Posts Tagged ‘resolution management’

Resolution Management – Tech Support’s Silver Bullet?

January 18, 2010

The more I study the tech support business, the more I realize that there is no Silver Bullet for tech support.  There is not “just one thing” that you can do that makes all things right, makes customers loyal, and makes your people happy.  The closest thing that I can find is an intense focus on Resolution Management and all of the elements contained within.  It just makes sense that if we can fix issues faster both customers and your people will be happier.  A strong commitment to resolving issues, as a top priority will ensure that everyone involved in the process is aligned.  But, this is not a simple task!  In fact, resolution management can be an all-consuming nightmare if it is not approached in the correct way.  Just have a look at my blog post, “Fifteen Factors that Affect First Call Resolution (FCR) in Tech Support” https://supportsense.wordpress.com/ (more…)