Guide to Interpreting Call Center Analytics
Correctly interpreting call center analytics and KPIs is key to improving your operations and your customer's...
Tag: first-call-resolution
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CX4Now: Contact Center KPIs that Matter
Do Traditional Contact Center KPIs Still Matter? KPIs monitor just about everything that happens in a...
Call Center Motivation: How to Inspire Your Agents
When you think of improving your call center motivation, do you dream of near-perfect customer satisfaction...
6 Ways to Reduce Call Center Shrinkage
Reducing call center shrinkage sounds like a no-brainer. If you schedule enough staff, give them the...
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5 Reasons to Use an After-Call Survey
Think about how many phone calls your contact center receives in one day. Thousands, right? Now,...
The Importance of First Call Resolution in the Call Center
First Call Resolution (FCR) is one of the most widely used KPIs for call centers. Learn...
Help Your Agents Improve First Call Resolution with These 9 Tips
A low FCR rate is often associated with poor agent performance. Empower your agents and improve...
What is First Call Resolution in Call Center Metrics?
Still getting to grips with call center metrics and which ones are the most important? This...