2025 Benchmark Best practices First call resolution 
SharpenCX
MARCH 5, 2020
Over the past few years, the rise of social media, always-in-hand mobile devices, and the generational workforce and consumer swap have made waves in customer service and best practices for contact centers. Best-in-class contact centers embrace technology and are eager to find new ways to increase efficiency and improve operations.
SharpenCX
AUGUST 21, 2023
Measurable — Goals must be quantifiable and include a trackable benchmark to hit. First, assess what a “good” first impression means to you and your customers. Fast resolution times? Empower call center agents with more product knowledge by implementing X new training programs in Y [days, months, years].”
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