Call center experience Construction First call resolution Service level 
Fonolo
MARCH 17, 2022
Since the call center industry is known for high attrition rates, managers play a key role in retaining strong agents. This requires empathy, which can be helpful when providing constructive feedback and support. Coping with Labor Shortages in the Contact Center. Team management experience. Analytical skills.
Fonolo
FEBRUARY 7, 2013
But longer than average wait times can also result in a lower First Call Resolution rate because the experience they have before reaching an operator will dictate how the rest of that customer interaction pans out. Popular related content: 4 Metrics Your Call Center Needs to Track in 2020.
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