Five Ways to Improve Contact Center Performance – What Every Customer Wishes You Knew
NICE inContact
NOVEMBER 9, 2018
Strive to have your Average Speed to Answer under 10 seconds and your First Call Resolution (FCR) at around 70%. Older systems often don’t provide convenient access to KPI metrics. Smart managers know that as call enter quality and service improves, efficiencies and cost reductions will naturally follow.
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