Consulting Employee engagement Entertainment First call resolution 
Taylor Reach Group
MARCH 8, 2019
and qualitative: First Call Resolution, Customer Satisfaction, Quality scores etc., These ‘check ins’ are often entertaining and elicit laughter and positive feelings. So a High performance contact center is one that meets or exceeds the performance parameters or metrics expected of it.
Pointillist
JUNE 6, 2018
Most of my clients employ well-known metrics such as NPS, Customer Satisfaction (CSAT), , First Call Resolution (FCR), and Customer Effort Score (CES). It’s important to remember there are metrics on the employee side, as well, because employee experience drives the customer experience. journey.com ).
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