A rep dials a customer to talk about an upgrade. Four hours earlier, that same person filed a furious ticket about a feature that stopped working. The rep has no idea. Meanwhile a support agent closes a ticket with a curt “resolved, let us know if it comes back” on an account sitting six weeks […]
First contact resolution means the client’s problem is solved in the first reply, with no follow-up needed. When it doesn’t happen, the culprit is usually one of three things: missing context, vague answers, or agents who aren’t allowed to decide. May 2026 gives you the last calm weeks before summer leave shrinks the team, so […]
Holiday season customer support works for a two-person team on three conditions: the predictable questions are answered before they arrive, the deadlines are published, and the rota and priorities are fixed before 29 November. Black Friday falls on 29 November 2024, Cyber Monday on 2 December 2024. Then come the Christmas orders and a run […]