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20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them


FCR measures on KBs could indicate if certain articles are missing and give insight into whether KBs are causing people to give up and speak to an agent. Maybe that’s cutting out a step in the sales process that slows them down or buying a power dialer for them to use, like MOJO. Tracking the inbound calls.