Self-Service: Portal Rates, Deflection by Knowledge Articles and the Effect on Cases and FTE
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Lessons in this course
- HR Staffing Ratios: HR FTE per 100 Employees, Employees per HR FTE and Benchmark Bands Pro
- Case Logs: Cases by Category, Channel and Site and Cases per 100 Employees Pro
- Resolution Times: Working Days, Median and 90th Percentile Pro
- Service Levels: Targets per Category, % Met, Breaches and the Backlog at Risk Pro
- Tiers and Escalation: First-Contact Resolution, Tier 2/3 Share and the Cost of Escalations Pro
- Self-Service: Portal Rates, Deflection by Knowledge Articles and the Effect on Cases and FTE Pro
- HR Cost per Employee: Staff, Systems and External Services and the Cost per Case Pro
- Capstone: Capacity Plan – Forecast Cases, FTE Needed, a Portal Scenario and a Trend Chart Pro