Chatbots First call resolution Omni-channel support Trends 
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.
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).
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