From the course: Putting ITIL® into Practice: Incident Management

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Steps in first-contact closure rate optimization

Steps in first-contact closure rate optimization

From the course: Putting ITIL® into Practice: Incident Management

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Steps in first-contact closure rate optimization

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- [Instructor] The steps in first-contact resolution optimization are pick a facilitator, team and tools, analyze current first-contact resolution rates, identify barriers to first-contact resolution, identify ways to minimize or eliminate barriers, choose actions instead of review date, plan stakeholder communications, communicate findings to stakeholders, take action and track progress, then review progress and adjust as needed, and share updates and lessons learned. Improving first-contact resolution starts with strong leadership. Pick a facilitator to drive the effort, one with both strong subject matter expertise and an ability to facilitate working sessions. Build a team with the right subject matter expertise, frontline responders, escalation leads, and analyst. Then gather the right tools, ticketing data, call logs, and chat bot analytics. Your first step is to establish a baseline. What are your current first-contact resolution rates? What percentage of incidents get resolved…

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