"Speed to Competency" includes metrics such as FCR, CSAT, Quality score, balanced scorecard, Agent engagement or ESAT, A...
If the purpose of directional KPI for contact centers, such as FCR and CRM, is to tell us movement and trend, exact accu...
Employee retention for contact centers: what to do and not to do, to retain workforce, reduce attrition, and motivate ca...
When failures occur in customer experience, using customer effort score (NES) helps identify the most efficient solution...
Cost of attrition for contact center workforce is calculated and weighed with factors such as recruiting and hiring, tra...
Human centric design for government call centers to improve taxpayers experience, measure, analyze and improve based on ...
CCO (Contact Center Outsourcing) quality program needs to measure by the qualitative metrics of the interaction from the...
Metrics for call centers: FCR (1st contact resolution), AHT (average handle time), SL (service level), ASA (average spee...
