If the purpose of directional KPI for contact centers, such as FCR and CRM, is to tell us movement and trend, exact accu...
Metrics for call centers: FCR (1st contact resolution), AHT (average handle time), SL (service level), ASA (average spee...
AHT (average handle time) can stay in the way of improving call center First Contact Resolution (FCR). By: Turaj Seyraf...
