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They will vary depending on your industry and customers, but there are a few that most customer experience managers are checking on every day: Average Time in Queue/Hold Time. FirstCallResolution Rate. Do you ever get on the phone and run a call as an agent? Moving your call center to the cloud.
Strive to have your Average Speed to Answer under 10 seconds and your FirstCallResolution (FCR) at around 70%. To learn more you can review the 2018 CX Transformation Benchmark and then review this whitepaper “ Top KPI’s for Managing Customer Service, Sales and Collections Contact Centers ”.
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