Fix on First Contact – is it the best measure for customer service?

By Duncan Troup on Friday, January 15th, 2016 in Service Performance.

I’ve been working in service delivery for a long time now and its recently started to trouble me that traditional service management thinking pursues fix on first contact so hard. To be clear, i am not saying that this isn’t an important aspect of interrogating service performance – it’s just that, if unchecked, it can […]