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Is FCR a contact center metric anymore?

Dec 15, 2017 Amit Kachhawa Is FCR a contact center metric anymore?

First Call Resolution metric measures the number of calls completed within a single contact between an agent and customer. This is an important performance metric…

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CALL CENTER METRICS: What are they and how do we measure them?

Aug 02, 2017 Matt Rocco CALL CENTER METRICS: What are they and how do we measure them?

In the Call Center or Contact center world, there are a number of details that we monitor that help us to know how we’re doing. …

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How Do Speech Analytics Improve Every Metric?

May 23, 2017 Jim Iyoob How Do Speech Analytics Improve Every Metric?

Are you looking for a way to improve your call center metrics? Incorporating speech analytics is actually a great way to improve many aspects of…

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How to Use Call Center Performance Metrics to Achieve Success

Jun 29, 2016 Matt Rocco How to Use Call Center Performance Metrics to Achieve Success

Call center managers are charged with a tough job, because supporting customers means constant revision to your process, so you move with their needs and…

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