I've worked in / around call centers / contact centers before, so I know that the other thing that closing tickets when they are answered is that it makes the "time to resolution" , "time in queue" , "First Contact Resolution", and "Service Level" stats appear better than what they really would be if the tickets were left open until they really should've been closed.
Customers are generally put off by responses that don't address their issue. I would suggest an audit of the responses sent back to customers to ensure that the responses are reasonable.
Beyond that, my biggest issue is the lack of technical support. There are many issues that are not the customer's issue, but that are not game server issues, which your team classifies as "the customer's issue" and the response to "delete browser cache and cookies" is sent.
When hundreds / thousands of people start having the same issue at the exact same time, odds are highly against all of their computers all messing up at the same time.
Personally, I've suspected a problem with routing in / around the Los Angeles, California, area for a while now, since the changes made in March / April 2010. Whether that routing issue is within your own LAN or upstream from you in your hosting partner's LAN, I don't know, but what I do know is that it is not a problem that your customers can fix.
So, you could improve this by working with customers that have more difficult technical problems and truly listening to what people are reporting. I've seen instances where someone has said that they've deleted cache and cookies and they still get a response back to delete cache and cookies.
Collaboration between CS agents and any technical resources that you have (Barish...and others?) would also be beneficial.




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