CSM Magazine

SEPTEMBER 10, 2018

If you try to reduce the resolution time for your existing agents, there are chances for a hasty or wrong reply from the agent side which affects the quality of response. Another way is to hire extra agents which isn’t economic unless the ticket volume trend is huge throughout the year. First Call Resolution (FCR).

Omni-channel support 40

Omni-channel support Metrics Customer Service Transportation 40

Hodusoft

JUNE 7, 2024

Key components of call center management Key metrics to evaluate the success of call center management Challenges in call center management Best practices for efficient call center management Trends in call center management An Understanding of Call Center Management What is Call Center Management?

Best practices 52

Best practices Call Center Omni-channel support Management 52

Hodusoft

FEBRUARY 29, 2024

Insufficient Training and Development Programs The success of a call center heavily relies on the skills and knowledge of its agents. If your team lacks the necessary training to handle diverse technical issues, customer service challenges, or evolving industry trends, it’s a sign that your call center is holding you back.

Call Center 52

Call Center Abandon rate Omni-channel support call center software 52