http://blog.greenpeg.com/2007/06/09/first-contact/ High Impact Customer Service Solutions for IT, Help Desk, and Call Centers. Thu, 09 Sep 2010 17:10:31 +0000 http://wordpress.org/?v=2.1.3 http://blog.greenpeg.com/2007/06/09/first-contact/#comment-8 Bob A. Mon, 11 Jun 2007 23:19:11 +0000 http://blog.greenpeg.com/2007/06/09/first-contact/#comment-8 Great article. Originally, we use the first approach. Upon implementing the second approach, I immediately received feedback from customers. They commented that things had really improved at the Service Desk. They weren’t sure what changed, but they loved the difference. Great article. Originally, we use the first approach. Upon implementing the second approach, I immediately received feedback from customers. They commented that things had really improved at the Service Desk. They weren’t sure what changed, but they loved the difference.

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