Callminer
OCTOBER 3, 2019
“The goal of the phone call is to resolve the issue during the first interaction. Studies show that “67% of customer churn is preventable if the issue is resolved during the first engagement. Callers are put on hold while the agent asks around for a solution.
Callminer
OCTOBER 11, 2018
She has a wealth of experience working alongside contact centers, improving processes and delivering engaging, effective and fun learning and development solutions. First contact resolution (FCR) measures might be…”. Without question, our most important metric is first call resolution…”.
Customer Relationship Metrics
JANUARY 11, 2017
Post-call IVR surveys allow you to capture the raw emotion of the contact center experience. Let’s explain why with a short example: Contact Center A: The post-call IVR survey was linked to a specific contact center agent. Both contact centers averaged about 30,000 calls per month.
Expert insights. Personalized for you.
186 
Let's personalize your content