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20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them

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FCR measures on KBs could indicate if certain articles are missing and give insight into whether KBs are causing people to give up and speak to an agent. Agents who rely on the knowledge base to get answers are able to give more accurate answers to callers. Osiris Parikh is a certified inbound sales professional and SEO strategist.