2007, Benchmark, First call resolution and SaaS

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2007

Benchmark

First call resolution

SaaS

25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

Callminer

AUGUST 1, 2017

First Call Resolution : In today’s busy world, each customer wants to resolve their problem(s) fast and efficiently without having to consistently follow up. These are some of the main metrics; however, we also must think about the call outcomes and other key factors that can impact the business. Bill Dettering.

Contact Center

Contact Center Call Center Average Handle Time Real estate

20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them

Callminer

OCTOBER 11, 2018

FCR on social/text needs to be amended to first conversation resolution as customers rarely provide all info needed to resolve a query upfront, but measuring this provides a benchmark you can use against other channels. Ben M Roberts is the Head of Marketing for a SaaS startup called Talkative.

Call Center

Call Center Metrics Contact Center Wait times

Webinars

Manual Call Reviews? There's a Better Way!

MORE WEBINARS

Customer Contact Central

25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them

Webinars

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