White Paper:
Trouble-to-Resolution: Fewer and Faster
Trouble-to-resolution is one of the few telecom processes for which less is more. Some of its most positive metrics are those showing negative growth — troubles, dispatch, call center costs, handling and repair time, SLA penalties. This paper offers a strategy for trouble-to-resolution that is designed to achieve those positive metrics in our next generation, converged industry. The goals, we argue, are not only to speed resolution, but, more importantly, to reduce the number of troubles that enter the process in the first place.