The Importance of First Call Resolution in the Call Center
First Call Resolution (FCR) is one of the most widely used KPIs...
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Why is Occupancy Rate So Important in the Call Center?
Occupancy Rate is one of the most widely used metrics in the...
Help Your Agents Improve Their First Call Resolution with These 9 Tips
A low FCR rate is often associated with poor agent performance. Empower...
6 Essential Tips to Increase a Low CSAT Score
Concerned about your customer satisfaction levels? We have the remedy — check...
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4 Tips to Reduce Call Abandonment in Your Contact Center
If you’re looking for tips to improve your call abandonment rate, you’ve...
A Guide to Average Speed of Answer (ASA) in the Call Center
Running an effective call center is all about resolving customer issues in...
What is the Connection Between ASA and Service Level?
You’ve probably heard the terms ASA and service level. But what do...
Medical Call Centers Can’t Afford to Ignore These 5 Metrics
Over the past year, the medical field has been facing one of...