5.2. Formal Validation
A formal validation process (shown in Figure 5-3) must be much more rigorous than the informal process. First, every contact with the service center should result in the generation of a service request ticket. This is critical for gathering metrics and managing the service center. These metrics can be used to support the addition of new services or may help establish a formal agreement for handling referrals. They could also lead you to an advertising campaign to educate your customers on what support you do provide.
An additional benefit of formalizing validation is that it allows you to move services to tier 1, or within tier 1. Suppose one of your goals is to close more calls at the initial point of contact, at tier ...
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