You try it: First-contact closure rate optimization

- [Instructor] Now it's your turn to optimize first contact closure rates. Start by gathering data. Which incidents are resolved on first contact and which aren't? Involve frontline teams, service desk agents, SMEs, and support leads. And be sure to include both virtual and UN agents in scope. Look for patterns. Are certain categories of incidents harder to resolve? Do agents lack training or data? With the steps in front of you, it's time to act. Analyze gaps in agents' capabilities, in knowledge or workflows. Identify actions to close those gaps. Assign owners, track progress, and share outcomes. Now, schedule your session and start boosting your first contact resolution rates today.