Remove 2023 Remove Abandon rate Remove First call resolution Remove Gamification
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7 Step Action Plan for Call Center Development

Fonolo

First-call resolution: The ability to resolve customer issues in a single call is a great KPI to monitor for agents. Specific: “Agent X aims to improve their first-call resolution rate from 37% to 55%, from October 2022 to March 2023.” Experiment with gamification. .