Pointillist
NOVEMBER 11, 2019
Many call center leaders cite First Call Resolution (FCR) as the most important metric to track. Research firm Frost and Sullivan calls First Call Resolution the “home run” of call center metrics. What is First Call Resolution? The reason?
JustCall
NOVEMBER 24, 2022
So, let’s take a consistent approach to the fundamentals of call center quality assurance: 62 % of US customers have stopped doing business with a brand because of poor customer service. Most companies only assess 3-10 QA calls per agent, and if you catch anything big, it’s probably just luck. Identify Training Needs.
HGS
SEPTEMBER 6, 2017
This change has been so seismic that many healthcare leaders are looking to other industries—such as banking and retail—to uncover best practices that can be adapted to the healthcare setting. Wed, 09/06/2017 - 12:52. All of those measures are important, of course. Contact Center. Healthcare. LEAVE A COMMENT.
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