Recent Articles

How to Calculate CSAT Score: The Formula, Examples & Tips That Actually Work

Written by , Customer Service & CX Specialists Updated: 27 Aug, 2026
If you’ve ever closed a support ticket and wondered whether the customer actually walked away happy, that’s exactly what CSAT is built to answer. It’s one of the simplest metrics in customer support, but a lot of teams still get the math wrong or track it inconsistently, which makes the number useless for decision-making. This...
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Help Desk ROI: The Formula, Metrics & Full Guide

Written by , Customer Service & CX Specialists Updated: 30 Jul, 2026
Help desk ROI measures the financial return a company gets from its help desk software compared to what it spends on it. It’s calculated by comparing the value gained (time saved, tickets resolved, agents freed up) against the total cost of the tool. A positive ROI means the software pays for itself. Help desk ROI...
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First Contact Resolution (FCR): Definition, Importance & Tips to Improve

Written by , Author & Editor at ProProfs Updated: 24 Oct, 2025
I still remember a time when one of our oldest clients almost churned because their issue bounced between three agents before getting solved.  That incident taught me a crucial lesson — first contact resolution isn’t just about speed; it’s about competence and ownership. Resolving a customer’s problem in the first interaction builds trust, reduces friction,...
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