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...Contact Center Essentials: 5 Keys to Success
Jun 08, 2016 Matt Rocco
Excellent customer service stems from a variety of components, such as a well-performing contact center. While smoothly operating call centers utilize specific elements that drive…
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