20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them
Callminer
OCTOBER 11, 2018
FCR on social/text needs to be amended to first conversation resolution as customers rarely provide all info needed to resolve a query upfront, but measuring this provides a benchmark you can use against other channels. Agents who rely on the knowledge base to get answers are able to give more accurate answers to callers.
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