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Benchmark

Best practices

Customer effort

White Paper

2020 Call Center Metrics: 6 Key Metrics for Your Call Center Dashboard

Callminer

MAY 26, 2020

First Response Time (FRT) makes this critical caller waiting period clear enough to act on, ensuring you can positively impact the customer journey and experience at the very first touchpoint. For more information on the customer experience, download our white paper, The CX Pro’s Guide to Speech Analytics.

Call Center

Call Center Metrics Average Handle Time First call resolution

One and Done: How to Optimize Your First Contact Resolution Rate

Comm100

NOVEMBER 15, 2017

For the average contact center SQM benchmarks, only 48% of total calls are ‘one and done’ call resolution. This means for the average contact center, 52% of total calls handled by customer service representatives are for customers who are calling 2 or more times to resolve their call.”.

First call resolution

First call resolution Metrics Best practices Customer Service

Webinars

Manual Call Reviews? There's a Better Way!

MORE WEBINARS

Customer Contact Central

2020 Call Center Metrics: 6 Key Metrics for Your Call Center Dashboard

One and Done: How to Optimize Your First Contact Resolution Rate

Webinars

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