Pete's HDI Customer Service Week FCR Webinar Delivers!

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Peter McGarahan’s webinar for HDI during Customer Service week brought a great focus to how First Contact Resolution (FCR) is a great metric, but should not live in a vacuum. He stressed the value of making sure the documentation is complete, and making the goal not just “checking off” the incident, but rather tying resolution to a fuller customer experience. In order to provide that experience, Pete stressed the importance of good support tools, including knowledge management. These tools can drive FCR and customer satisfaction up and drive support costs down. If we “drive knowledge base usage and FCR, all other metrics will improve as a result,” he said. And the ultimate metric is customer satisfaction, which we must measure to ensure we are doing the right things the right way.

Pete shines a spotlight on the keys to improving support—and for the right reasons: Not just improving metrics, but improving the whole customer experience. That, after all, is the true goal of a support center.

Every time I hear Peter McGarahan speak, I learn. This webinar was no exception. He presented relevant material extremely well, illustrated his points, and left us motivated to take support to the next level.

Roy Atkinson
Supervisor, IT Desktop Support, The Jackson Laboratory
President, HDI Northern New England