Stella Connect

JANUARY 31, 2018

Regardless of your experience with FCR, or lack thereof, it’s time to make it a top priority for your performance management program. Think of the last time you contacted a brand’s customer service department and the phone call, chat, or email exchange ended before your issue was resolved. per call, for a total of 1.25

Metrics 40

Metrics First Call Resolution Customer Service Contact Center 40

CSM Magazine

DECEMBER 12, 2019

Whether buying goods online or paying bills over the phone, they happily relay accounts and credit card details to a contact center agent without a second thought, trusting that the company that they are dealing with will manage their card data securely. in 2016 and dipping well below 40% (36.7%) in 2018.

Contact Center 52

Contact Center Call Center Call Recording Report 52

Pointillist

NOVEMBER 11, 2019

It is the only performance metric that “has an effect on almost every other meaningful statistic and measurement in the call center.” ” Today’s call centers must balance many priorities while maintaining an intense focus on customers. As McKinsey & Company explains : The contact center.

First Call Resolution 74

First Call Resolution Call Center Metrics Self Service 74