Escalation Support Groups

You have trained your Help Desks Agents with support skills, your knowledge base is full of solutions, and you First Contact Resolution percentage is seventy percent or better. This still means that thirty percent of all Help Desk contacts (phone, email, and other means) are escalated to another group. What is a Help Desk escalation support group and how does that work? How does a Help Desk Escalation Support Group work? If the Help Desk […]