Recorded on December 16, 2020.
First Call Resolution (FCR) is a key measure of success for Level 1 service desk operators.
However, when it comes to Office 365, there are various obstacles to resolving issues on first contact, with multiple portals and limited access to granular data.
Microsoft MVP Paul Robichaux understands the frustrations of service desk operators all too well, and in this practical webinar, he'll be offering advice to help you boost FCR.
During the session, you'll learn:
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Paul Robichaux, CTO and Microsoft MVP
Paul has been an Office Servers and Services MVP since 2002 and is currently the Chief Technology Officer at Quadrotech, where he leads the product development team for our suite of Office 365 migration and management solutions.
Paul's unique background includes stints writing Space Shuttle payload software in FORTRAN, developing cryptographic software for the US National Security Agency, helping large companies deploy Office 365 to their worldwide users, and writing about and presenting on Microsoft’s software and server products. Paul’s an avid (but slow) triathlete, an instrument-rated private pilot, and an occasional blogger and Tweeter (@paulrobichaux).