Nov 17 7 mins, 17 secs read

Contact Center Employee Attrition, Recruiting, and Training Costs

Contact Center attrition, recruiting & training can cost $2.25 million for onboarding 70 new agents. Improve employe...

Nov 13 3 mins, 32 secs read

Metrics for Call Centers: What They Mean to Customers

Metrics for call centers: FCR (1st contact resolution), AHT (average handle time), SL (service level), ASA (average spee...