1. Solve it on first contact (First Contact Resolution).
2. Own it till resolved, closed when validated by the customer (Total Contact Ownership).
3. Eliminate the problem (Problem Management/Root Cause Analysis).
4. Deflect to another channel (Self-service, email or chat).
5. A balanced approach to measuring performance and cost-effectiveness (Driving Continuous Improvement).
Read his article: First Contact Resolution: The Performance Driver!
Peter, we need more of this kind of concrete recommendations re: BSM. Too much of the current discussion around BSM involves buy-in to the concept, evangelizing the cause and defining terminology. I would view BSM as a success and mature IT initiative when more concrete recommendations re: what/how/who/where begin to surface int the BSM discussions.
In your longer article, you took a specific, critical metric (First Call Resolution) and gave examples and specific suggestions on how to make that metric more meaningful to a BSM oriented shop. Your focus on tailoring this metric to the needs of the customer (...with a great definition of who the customer is) is welcomed.