Call flow Coaching industry standards Metrics 
EPIC Connections
JUNE 26, 2019
Contact centers are metrics-driven organizations. Management teams focus on customer journey analysis, customer retention rates, average handle time and myriad other metrics, because contact centers and call centers are often viewed as cost centers. We’re talking about more than measuring standard metrics.
Tethr
OCTOBER 2, 2020
Are you investing in coaching for your customer care and support teams? While we acknowledge that ROI is one of the main things call centers measure, often using a metric referred to as FCR, or first-call resolution , our research indicates it’s more nuanced than that. So, how are you addressing that gap currently?
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