3 years ago LogicaCMG operated a small 30 seat IT help desk, which has been transformed into a global service desk handling a 733% growth and blending off-shore and language skills with a core HQ centre in Bridgend. A central planning team using Witness workforce management and skill-based routing works alongside site managers developing a performace culture and knowledge transfer. SLA’s are up 27% to an average of 92%, First Time Fix is now over 90% and both attrition and sickness are reduced.
Taken from Best Practice Guide 2007 – Professional Planning Forum
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