Chat Support KPIs: What to Measure for WhatsApp and Web Chat
The chat support KPIs that matter: first response time, response time percentiles, resolution time, concurrency, bot handover and sentiment, with targets.
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Tag: Customer support
Call Centre Scripts: Greeting, Hold, Transfer and Closing Templates
Ready-to-use call centre scripts in plain English for greeting, verification, hold, transfer, callbacks, complaints and closing, plus tips to write your own.
First Call Resolution (FCR): Formula and How to Improve It
First call resolution explained: the FCR formula, three ways to measure it, why calls are not resolved first time and practical ways…
CSAT vs NPS: How to Run a Post Call Survey in a Call Centre
CSAT vs NPS explained: formulas, when to use each, and how to run a short post call survey by IVR, outbound voice…
WhatsApp Quality Rating, Opt-in and Messaging Limits Explained
Keep your WhatsApp Business number healthy: collect clear opt-in, understand green, yellow and red quality ratings, messaging limits and how to avoid…
WhatsApp Template Messages: Categories, Variables and Approval
How WhatsApp template messages work: marketing, utility and authentication categories, variables, buttons, the 24-hour window and common rejection reasons.
Call Centre Agent Training: A 2 to 3 Week Onboarding Plan
A practical call centre agent training plan: product and system lessons, call listening, shadowing, supervised live calls with whisper coaching, and refreshers.
After Sales Service Call Centre: Requests, Warranty, Technicians
Set up an after sales service helpline: IVR by request type, logging service requests, technician coordination, WhatsApp status updates and AI backup.
AI Voice Agent vs Human Agent: Which Calls Go Where?
AI voice agent vs human agent compared: what each does well, which calls need a person, and the human-first setup where AI…
Complaint Management Process: Steps, TAT and Tracking
A seven-step complaint management process for call centres: logging, reference numbers, owners, TAT by category, WhatsApp complaints, closure and reports.