Stella Connect

JUNE 25, 2018

First Call Resolution (FCR) is the most important metric your contact center can measure. If your center’s goal is to improve its First Call Resolution rate, the quality of each customer interaction takes precedence over your team’s Average Handle Time (AHT) per-call, for example. All rights reserved.

First Call Resolution 40

First Call Resolution Tips Effort Score Contact Center 40

Stella Connect

JUNE 25, 2018

First Call Resolution (FCR) is the most important metric your contact center can measure. If your center’s goal is to improve its First Call Resolution rate, the quality of each customer interaction takes precedence over your team’s Average Handle Time (AHT) per-call, for example. All rights reserved.

First Call Resolution 40

First Call Resolution Tips Effort Score Contact Center 40

Kustomer

SEPTEMBER 3, 2020

It’s almost by touchpoint, it sounds like, right? I mean, you’re looking at each individual interaction or on this journey and really trying to dissect what is the voice or how do we listen to that individual touch or what’s maybe a KPI that we can show how well that touchpoint is or is not driving the customer forward.

Marketing 52

Marketing Customer Journeys Effort Score Metrics 52