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Voice Channel: What Are The Most Important KPIs And How To Improve Them?

NobelBiz

Furthermore, the advent of IA technologies currently provides solutions that ease qualifying and resolution work by recommending categories and solutions. First Call Resolution ( FCR) First Call Resolution is a KPI that evaluates the percentage of issues addressed on the first phone conversation.

article thumbnail

Voice Channel: What Are The Most Important KPIs And How To Improve Them?

NobelBiz

Furthermore, the advent of IA technologies currently provides solutions that ease qualifying and resolution work by recommending categories and solutions. First Call Resolution ( FCR) First Call Resolution is a KPI that evaluates the percentage of issues addressed on the first phone conversation.