Callminer

NOVEMBER 25, 2019

Improving along this metric is of obvious importance to most call center managers. First Contact Resolution. Also known as first call resolution , this metric clues team leaders in on agents’ abilities to quickly handle issues without subsequently revisiting them. Outbound Call Centers.

Best practices 182

Best practices Call Center Metrics Average Handle Time 182

Pointillist

JULY 25, 2018

Users – This group of people should have some knowledge of analytics and be well-versed in organizational business processes. Operational Metrics: First Call Resolution (FCR). Call Support Center. Outbound Sales Call. No background in data science is necessary. Customer Effort Score(CES).

Analytics 93

Analytics Government APIs Metrics 93

Pointillist

JULY 25, 2018

Users – This group of people should have some knowledge of analytics and be well-versed in organizational business processes. During onboarding, the data will remain on your Pointillist-hosted SFTP server until the customer success team has created and quality-checked the requisite ingestion script.

Analytics 43

Analytics Metrics Government Journey mapping 43