How to Increase First Call Resolution

Hosted by Paul Robichaux, Quadrotech CTO and Microsoft MVP

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:

  • How to trim the 'troubleshooting tree' to reduce wasted time and effort when handling the first call
  • The importance of broad activity and audit data, and how to leverage it
  • Practical tools for pinpointing workload-specific issues.

Aimed at IT managers, service desk operators, Office 365 Admins, and MSP Partners, this session will guide you through the key issues to help you increase First Call Resolution.

The webinar will also be of particular interest to organizations that manage multiple tenants, which makes FCR all the more complex.

Fill out the form now to receive a link to the on-demand video recording.

Request the Webinar Recording
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About your host

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).