Average Handle Time Coaching Customer emotions First call resolution 
Fonolo
SEPTEMBER 30, 2022
This will improve KPIs in the long run, including Average Handle Time, Customer Satisfaction (CSat), and First Call Resolution (FCR). Something people don’t often think about is how much time and effort is spent managing customer emotions. Working with goals and targets.
Balto
NOVEMBER 28, 2023
Quality management typically requires the use of quality monitoring tools, as well as measuring relevant metrics and collecting customer feedback. Investing in quality management and assurance enables you to deliver seamless customer service, as well as keep customer churn rates at a minimum.
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