ViiBE Blog
MAY 4, 2021
First call resolution (FCR) is a metric used in call centers to calculate the percentage of calls where a customer’s issue is resolved within the first call to the center. So, in concrete terms, what does FCR show you about your center? FCR stands for First Call Resolution.
Hodusoft
APRIL 26, 2023
Metrics to Measure the Performance of Your Virtual Call Center “A useful metric is both accurate and aligned with your goals. Managing a virtual call center is not easy. Only the right metrics can tell you if things are working in your call center or not. Read on to gain valuable insights.
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Callminer
DECEMBER 17, 2019
When dedicated call center agents are focused exclusively on handling calls, there’s often an improvement in important call center metrics like first call resolution. ” – Shauna Geraghty, 10 Customer Service Statistics for Call Center Supervisors , Talkdesk; Twitter: @talkdesk.
aircall
MARCH 12, 2021
Make sure your call center managers share the company’s overall goals with their agents to give them a sense of the big picture as well as their individual role in the business’ success. Below are some of the most common (and important) call tracking metrics that you can learn from to improve call center performance.
Hodusoft
MAY 10, 2023
This has resulted in increased demand for cloud-based call center solutions, as well as virtual call center services that can be operated from home. It is a key performance indicator (KPI) used by call centers to track their performance and identify areas for improvement.
ViiBE Blog
APRIL 8, 2021
The call center’s end goal is to increase the chance for repeat business by providing customers calling your center with a satisfactory solution. 75% of customers surveyed by Zendesk said they were willing to spend more for a good customer experience. ViiBE offers several solutions to make this happen.
OctopusTech
SEPTEMBER 9, 2023
The two most common responsibilities performed by outbound call centers include expanding sales reach and selling goods to potential users. It helps call center agents enhance customizations and coordination by gathering customers’ information from all the platforms and then solving their queries easily.
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