Ask the Experts: What Are Your First Call Resolution Best Practices?
Callminer
APRIL 28, 2016
Recent data shows that 80% of business executives view customer loyalty as their primary marketing initiative for the next year. Which metric accurately corresponds to customer loyalty? First call resolution (FCR) – often considered the most important KPI to measure and track within a call center– is directly linked to a consumer’s level of satisfaction […].
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