Employee engagement First call resolution industry standards Service level 
Fonolo
MARCH 17, 2022
After all, they are not the ones who have to navigate call center software, ensure customer satisfaction, and take all the phone calls. For these reasons, hiring an effective all center manager should be a vital goal for all call center leaders. How to Foster Agent Engagement in a Hybrid Contact Center.
Fonolo
DECEMBER 5, 2019
The experience is delivered by the employees.” ” It’s no surprise then that the organizations providing the best customer experience are also leading the way in their employee engagement ratings. Metric #3: First Call Resolution Rate. The industry standard for FCR is 70-75%.
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