Are you a journalist at this publication? 
itknowledgeexchange.techtarget.com —
May 21 2013 11:45AM GMT Uncategorized Ten years ago I was in a meeting with the director of application development, and she was mad. "When Joe. the Heapdesk guy goes to IT leadership, he has statistics. Same day call resolution, percentage of calls that go through to a person versus to voicemail, and number of tickets resolved per day.
