Hodusoft

JUNE 7, 2024

Some of the responsibilities of call center agents include creating tickets or cases, reports, templates, as well as taking follow-up actions. What Are the Key Skills of Call or Contact Center Professionals? Problem-Solving Skills The call center industry is one of the most fast-paced and dynamic industries than many other sectors.

Best practices 52

Best practices Call Center Omni-channel support Management 52

Hodusoft

FEBRUARY 29, 2024

Round-The-Clock Support Many MSPs offer round-the-clock support, which can lead to challenges in managing shift schedules, ensuring staff availability, and maintaining consistent service quality at all times. Especially in the MSP industry, where a minor mistake can have huge ramification. That’s quite shocking.

Call Center 52

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

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).

Omni-channel support 40

Omni-channel support Metrics Customer Service Transportation 40