text: Webcast: Diagnosing Health IT Help Desk SLAs - CereCore
  Webcast: Diagnosing Health IT Help Desk SLAs
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  Diagnosing Health IT Help Desk SLAs: Misconstrued Metrics and Their Impact on Satisfaction
  Health systems across the nation are still reluctant to rely on outsourced IT support desks to give them the bandwidth and response time to support their facilities and 24/7 operations. According to a recent CereCore sponsored CHIME survey, almost 30% of CIOs haven't considered an outsourced or managed service IT support model. What's more, of the managed service providers they have worked with, the majority of these CIOs responded that their projects were on time and on budget 50% of the time or less.
  Service Level Agreement metrics are often used as the framework to aligning expectations and driving satisfaction. But these metrics are more often than not a symptom where the process behind it requires alignment. During this webcast, we'll discuss often misconstrued metrics and how they influence different levels of end-user satisfaction, including:
  First Contact Resolution (FCR) versus First Level Resolution (FLR)
  In-scope FCR/FLR versus actual FCR/FLR
  Average Speed of Answer (ASA) versus % of Calls Answered within ASA SLA
  Average Speed of Answer SLA versus Abandonment Rate
  You'll hear real life examples of how these metrics can point you to the underlying process issues, such as escalations and handoff processes that drive up costs and drive down satisfaction, and first steps to action improvements for your organization.