4 Metrics Your Call Center Needs to Track in 2020
As we head into 2020, data is becoming more crucial for successfully...
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A Fresh Take on First Call Resolution
First Call Resolution is one of the most commonly watched call center...
[Video] One Contact – One Channel and Why it Matters
OCR is defined as the percentage of customers who successfully resolve an...
Improving First Call Resolution in Your Call Center
If you manage a contact center, it's likely you keep a close...
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4 Call Center Benchmarks You Should Pay Attention To
It is becoming increasingly clear that benchmarking is essential for contact centers....
First Call Resolution: Your Number One Metric
Written by Peggy Carlaw Your mission: Keep customer service costs low while keeping...