Average Handle Time Call flow Customer retention First call resolution 
eGain
MARCH 3, 2015
Enterprises attempt to measure the customer experience through focus groups, post call surveys, and quality scores. Within the contact center environment there are many operational metrics that are measured such as first call resolution (FCR) and average handle time (AHT). Net Promoter Score?
Balto
NOVEMBER 28, 2023
That’s where a QA scorecard becomes useful — it serves as a tool for both agents and managers to evaluate customer interactions and touch on the pitfalls that lead to missed opportunities and frustrated customers. Call flow: how well the agent is directing the call flow and whether they’re sticking to the script.
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