Document First call resolution Technical Support 
TeleDirect
APRIL 7, 2025
Active listening Empathy and emotional intelligence Conflict resolution and de-escalation Communication and tone control 3. Technical Training Agents must be proficient in the tools and systems they use. CRM and ticketing systems Call routing platforms Knowledge bases and internal documentation Troubleshooting procedures 4.
Callminer
AUGUST 1, 2017
Training documentation needs to be updated regularly, and on-going training is important for improving efficiency. First Call Resolution : In today’s busy world, each customer wants to resolve their problem(s) fast and efficiently without having to consistently follow up.
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Quality Contact Solutions
MAY 4, 2021
Here are seven inbound call center outsourcing tips for finding the right partner to support your business. Customer Profile – Provide documentation on the profile of your customer base. Why do they call? Is it a sales call, customer service, or a technical support call?
Call Center Weekly
MAY 7, 2018
You also want to have it broken down by various categories within the ingestion process to show you if there are calls that might have gotten stuck during the process. This document is your best friend when you are investigating ingestion problems. Keep in mind that this advice is not intended to replace technical support.
TechSee
DECEMBER 2, 2020
Visual assistance technology is a powerful tool for technical support, but it can also help address other customer inquiries, deliberations, and bureaucratic issues. And that’s especially true today when in-person shopping is limited, and people mostly interact with service providers on digital platforms. The opposite is true.
TechSee
AUGUST 14, 2018
Implementing decision support tools backs up the agent, putting the right information at the tip of their fingers, helping them work smarter and perform better in operational KPIs such as First Call Resolution (FCR) and Average Handling Time (AHT).
Global Response
DECEMBER 21, 2023
The benefits of outsourcing customer service are well-documented, but what about your technical support? Isn’t it better to keep technical support in-house with team members who know your product? Benefits of Help Desk Outsourcing Help Desk outsourcing helps more than just your customers. The short answer is: nope!
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