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Call Center Quality Assurance: Importance, Best Practices, and a Modern Solution

Balto

For example, if it’s essential that most of your customer calls are resolved in a set amount of time, a QA program can be implemented to help track this to see how your agents are doing against a given benchmark. That’s why it’s so important to have a call center QA program in place. QA Everyone.

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4 Insightful Contact Center Reports You Should Be Reading

Fonolo

See our whitepaper for more on this topic The Contact Center Playbook for Improving Customer Satisfaction. Our favorite chart: Customer Experience Transformation Benchmark Study. Who wrote it: Call Centre Helper. FCR is Undeniably the Most Important Metric. Who wrote it: NICE-InContact. Where to get it: [link].

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Contact Center Trends 2021: The CX Watershed

Fonolo

As the focus of contact center turns to creating value rather than reducing expenses, KPIs like customer satisfaction and service level will become increasingly favored over metrics like Average Handling Time. Call Centers Will Change in 2020. FCR is the Most Important Metric. Omni-Channel Communications .

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4 Insightful Contact Reports You Should Be Reading

Fonolo

See our whitepaper for more on this topic The Contact Center Playbook for Improving Customer Satisfaction. Our favorite chart: Customer Experience Transformation Benchmark Study. Who wrote it: Call Centre Helper. FCR is Undeniably the Most Important Metric. Who wrote it: NICE-InContact. Where to get it: [link].

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Why First Call Resolution is the Most Important Call Center Metric

Pointillist

By Stephanie Ventura Metrics tracking is a vital element of every call center. However, aiming to track all possible call center metrics can lead to information overload. Instead, organizations must focus on metrics that yield the greatest insight. What is First Call Resolution? The reason?