2016 Analytics call center professionals Sales 
Fonolo
NOVEMBER 17, 2020
Matt Beaty , Executive Vice President of Sales & Marketing at Brightmetrics™. The Temkin Group’s 2017 Customer Experience study showed a severe decline in customer experience ratings from 2015 to 2016. But the number of companies that scored ‘good’ or ‘excellent’ increased from 18% in 2016 to 38% in 2017 – the highest rating ever.
Pointillist
NOVEMBER 11, 2019
—McKinsey & Company To use FCR in your call center effectively, you need to understand more about what it is and how to calculate it. You also need to know why First Call Resolution is important, along with standard benchmarks and emerging FCR trends. What is First Call Resolution? How many customers took that path?
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