Stella Connect

JUNE 25, 2018

First Call Resolution (FCR) is the most important metric your contact center can measure. First Call Resolution is a highly nuanced metric; detailed customer histories, call tags, agent routing capabilities, and task automation are all critical to understanding exactly what’s causing FCR to flag. Invest in the right platforms.

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. First Call Resolution is a highly nuanced metric; detailed customer histories, call tags, agent routing capabilities, and task automation are all critical to understanding exactly what’s causing FCR to flag. Invest in the right platforms.

First Call Resolution 40

First Call Resolution Tips Effort Score Contact Center 40

Kustomer

SEPTEMBER 3, 2020

Or our wait time, or maybe it’s different metrics that people have. Or, are most people still kind of using the, again, the age old debate, a hold time and an NPS and things like that as they go through their journey. As you get into that marketing area, a great marketing metric is NPS.

Marketing 52

Marketing Customer Journeys Effort Score Metrics 52