Contact Center Trends 2021: The CX Watershed
Fonolo
NOVEMBER 17, 2020
Call Center Trends 2014. In 2014 it was crucial to measure and understand the metrics that matter most, including; First Call Resolution (FCR), Abandonment Rates , Average Handle Time (AHT), Average Speed to Answer (ASA), and Cost-per-Call. Big Data is Getting Bigger. Improving Average Handle Time (AHT).
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