Is FCR a contact center metric anymore?
Dec 15, 2017 Amit Kachhawa
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…
Learn More...CALL CENTER METRICS: What are they and how do we measure them?
Aug 02, 2017 Matt Rocco
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. …
Learn More...How Do Speech Analytics Improve Every Metric?
May 23, 2017 Jim Iyoob
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…
Learn More...How to Use Call Center Performance Metrics to Achieve Success
Jun 29, 2016 Matt Rocco
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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