FCR (first contact resolution) measures contact center cost & performance. The higher FCR rate, the higher CSAT cust...
"Speed to Competency" includes metrics such as FCR, CSAT, Quality score, balanced scorecard, Agent engagement or ESAT, A...
Contact Center attrition, recruiting & training can cost $2.25 million for onboarding 70 new agents. Improve employe...
If the purpose of directional KPI for contact centers, such as FCR and CRM, is to tell us movement and trend, exact accu...
Siloed and fragmented nature of the resultant data, a fully integrated solution, friction from your customer interaction...
Cost of attrition for contact center workforce is calculated and weighed with factors such as recruiting and hiring, tra...
Attrition calculation for contact center or call center agents: (Total number lost/Average total staff) X 100 By: Peg A...
Schedule Adherence Calculation: Agent’s scheduled log in time – total amount of minutes out of schedule adherence Â...
