How End-User Experience Monitoring can help you cope with increasing ticket volumes
The volume of tickets has increased in the vast majority of organizations for each of the past 10 years, according to the Help Desk Institute. The takeway: Despite flat hiring and increased application complexity, support teams have taken on more and more work.
How can you better meet your KPIs for customer satisfaction, first contact resolution, and cost per ticket in the face of increasing ticket volumes?
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There has been a real requirement for an architected solution that gives us the visibility and transparency we need to target where we have weak points in our infrastructure and remediate them accordingly and swiftly.
We’re no longer flying blind. The time to identify and remediate application issues went down exponentially.