Why Your "Standard" Support Training is Failing Your CSAT Scores
This story is from 2026-09-17. It is preserved in the archive; the latest stories are on the live feed.
In the world of Customer Success and Support, we often treat training as a checkbox. We hand new hires a 50-page PDF of product specs, have them shadow a "pro" for three days, and then throw them into the deep end of the phone queue. Then we act surprised when First Call Resolution (FCR) drops and…
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- 2026-09-17 08:30 · DEV Community — AI
Why Your "Standard" Support Training is Failing Your CSAT Scores