Abandon Call Agent burnout Feedback First call resolution 
Fonolo
AUGUST 3, 2021
This is the percentage of interactions where your agents are able to resolve a customer’s issue during the first call, chat, or email. A high first contact resolution (also known as first call resolution ) means your agents are knowledgeable and highly effective in their work.
NobelBiz
MARCH 6, 2023
This ensures that customers are connected to the right agent. Track call center metrics, such as average handling time, first-call resolution rate, and customer satisfaction scores. This information is useful in identifying areas for improvement and optimizing call center operations.
Balto
DECEMBER 14, 2022
Call Center Productivity Metrics. Now, let’s check out some of the most relevant call center metrics and Key Performance Indicators (KPIs) for measuring productivity: First Call Resolution (FCR). First Call Resolution (FCR) is a customer satisfaction metric that can also be used to measure agent productivity.
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