Remove Call flow Remove Inbound sales Remove Multichannel Remove outsourcing
article thumbnail

20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them

Callminer

In an omnichannel/multichannel environment, many organizations struggle with consistency across channels, so leveraging FCR across channels provides a great metric to ensure that customers are getting real resolutions, regardless of channel. Osiris Parikh is a certified inbound sales professional and SEO strategist.