Is FCR a contact center metric anymore?
Explore the evolution of First Call Resolution (FCR) to First Contact Resolution (FCR) and its significance in modern contact centers.
Explore the evolution of First Call Resolution (FCR) to First Contact Resolution (FCR) and its significance in modern contact centers.
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. The industry term that we call these details is Metrics and as time and technology has progressed the number of metrics that we measure has progressed as well. While the …
CALL CENTER METRICS: What are they and how do we measure them? Read More »
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 your call center. This tool can help you improve the overall customer experience through a better understanding of the following areas: Looking at Typical Response Times: How long does the …
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 deliver consistent quality. Understanding how your various KPI measurements work together to give you an idea about the balance of your services is an important first step to achieving success …
How to Use Call Center Performance Metrics to Achieve Success Read More »