If the purpose of directional KPI for contact centers, such as FCR and CRM, is to tell us movement and trend, exact accu...
Quality control based on voice of customers can improve contact centers CX service quality and efficiency -- both are im...
Metrics for call centers: FCR (1st contact resolution), AHT (average handle time), SL (service level), ASA (average spee...
Quality assurance 3 key factors for a contact center and CX support: simplicity, actionable feedback, and monitor and re...
