25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency
Callminer
AUGUST 1, 2017
Going from 50% first time resolution to 100% first time resolution might sound like a great target, but getting to 60% is already a 20% improvement over the benchmark. Provide self-service options to your callers, but don’t force these options upon them. and then measure them obsessively, rewarding improvement. Scott Nazareth.
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