2014 First call resolution Interactive Voice Response Wait times 
Fonolo
NOVEMBER 17, 2020
Nobody escaped the long lines and endless waiting times. And contact centers were utterly overwhelmed in the floods of anxious customer calls. There are five significant reasons why call centers will deploy call-back technology this year: Improving First Call Resolution (FCR).
Fonolo
FEBRUARY 7, 2013
How to Eliminate Hold Time in Your Contact Center: What’s the difference between average speed of answer and average wait time? Why is average wait time an important metric? How to Calculate Hold Time in a Call Center. What causes long call center hold times?
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