Caller satisfaction First call resolution Scripts Training 
Callminer
OCTOBER 3, 2019
This collection of tips and common characteristics is intended to help leaders, human resource professionals, and managers in the call center. Each entry is specifically chosen to assist in finding, training, and retaining those rockstar call center reps that will make your facility perform at its best.
Customer Relationship Metrics
JANUARY 11, 2017
Let’s explain why with a short example: Contact Center A: The post-call IVR survey was linked to a specific contact center agent. Contact Center B: The post-call IVR survey WAS NOT linked to a specific contact center agent. Goal: Reduce repeat calls – increase First Call Resolution (FCR), when the emotions are fresh.
Expert insights. Personalized for you.
186 
Let's personalize your content