CCaaS (Contact Center as a Service) and the Contact Center Stack of Communication Platform, CRM, LMS, WFM, QM, & Bus...
FCR, an important contact center performance KPI, needs to be measured. FCR analysis helps with FCR problem shooting &am...
Why capping AHT and agents' wages would be two big mistakes for managing contact centers, leading to attrition and failu...
The risk in only managing AHT to the average is agents then watch their time and don’t focus on fixing the callers pro...
The first steps are to develop an appropriate definition, measurements and analysis of call handling in order to quantif...
Customer churn rate can be reduced by improving call center FCR performance, the hub of customer experience, and with cu...
FCR calculation (first contact resolution) doesn't need to be an exact science, but it is one of the most important KPIs...
FCR (first contact resolution) measures contact center cost & performance. The higher FCR rate, the higher CSAT cust...
