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Remove Chatbots Remove Omni-channel support Remove Service level Related Topics
First call resolution Call flow Time management call center solutions Abandon rate Technical Support call center software Average Handle Time Multichannel Metrics More Related Topics >
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7 Key Indicators Your MSP Call Center Needs a Revolutionary Shift

Hodusoft

FEBRUARY 29, 2024

Service Level Agreement (SLA) Compliance Meeting SLAs and response time commitments is crucial for customer satisfaction. Striking a balance between quick issue resolution and maintaining service quality can be challenging. That’s quite shocking. Especially in the MSP industry, where a minor mistake can have huge ramification.

Call Center 52
Call Center Abandon rate call center software Omni-channel support 52
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5 Customer Service Metrics You Should be Tracking Right Now

CSM Magazine

SEPTEMBER 10, 2018

Fix: Self-service tools like knowledge base and chatbot can be implemented to reduce the total number of issues that escalate to support agents. Research says: Collectivist culture like Asia places higher importance on service whereas individualistic culture like US focus on the product quality.

Omni-channel support 40
Omni-channel support Metrics Customer Service Transportation 40
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