Feedback First call resolution Omni-channel support 
CSM Magazine
SEPTEMBER 10, 2018
It automates your support process and reduces the number of tickets assigned to the agent. This lets the agent give the first response quickly. Research says: Extensive automation by helpdesk reduces the resolution rate by a minimum of three times. First Call Resolution (FCR).
Hodusoft
JUNE 7, 2024
Quality Monitoring and Feedback “What gets measured gets managed.” “Feedback is the breakfast of champions.” ” These two quotes pretty much sum up the necessity of regular monitoring and feedback. Quality assurance in a call center often involves thoroughly monitoring and evaluating agent performance.
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