Construction Employee engagement First call resolution industry standards 
Fonolo
JUNE 9, 2020
First Call Resolution (FCR). In an ideal scenario, customers will only need to call your support center once to have their issue resolved. According to SQM group , the average call center has an FCR of 72%, which means that 28% of calls require a follow-up engagement. Did you know?
Fonolo
MARCH 17, 2022
After all, they are not the ones who have to navigate call center software, ensure customer satisfaction, and take all the phone calls. For these reasons, hiring an effective all center manager should be a vital goal for all call center leaders. How to Foster Agent Engagement in a Hybrid Contact Center. Analytical skills.
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