2016 Call Recording Customer relationships Metrics 
Pointillist
NOVEMBER 11, 2019
By Stephanie Ventura Metrics tracking is a vital element of every call center. However, aiming to track all possible call center metrics can lead to information overload. Instead, organizations must focus on metrics that yield the greatest insight. Forrester What does this mean for your call center?
Stella Connect
JANUARY 31, 2018
First contact resolution (aka first call resolution), or FCR, might not be high on your list of call center metrics. 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. “FCR Maybe you’ve never measured it.
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