Monthly Archives: February 2012

Employee Development is a wise investment

Posted on February 14, 2012 by tonyruf

I ran across an interesting article today that examines getting the most out of your training program and it made me think of how we often asks our clients, “What are you doing to help your workforce achieve their best?” … Continue reading →

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On-Premise or BMC Remedy ITSM Suite On Demand or Software-as-a-Service (SaaS)

Posted on February 13, 2012 by manjul

BMC Remedy OnDemand is delivered as cloud-based software as a service to manage IT services anywhere, anytime. The Remedy suite’s full functionality are ported into a SaaS model, including ITIL processes, service desk workflow and service level management capability It … Continue reading →

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Real-time adherence, and its importance

Posted on February 10, 2012 by Rajdeep Sond

What is real-time adherence? Real-time agent adherence compares planned agent activity to actual activities throughout the day, as well as real-time views of forecasted and actual call volumes, handle times and other key performance indicators. Managers and supervisors can compare … Continue reading →

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First Contact Resolution

Posted on February 10, 2012 by Rajdeep Sond

First Contact Resolution (FCR) is a critical determinant of customer satisfaction, making FCR one of the more powerful customer care metrics. Improvement in FCR brings the best of both worlds—improvement in efficiency and effectiveness. When you improve FCR you’re improving … Continue reading →

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