Connections Contact Center Workflow Customer Satisfaction Wait Times 
NobelBiz
APRIL 18, 2023
The percentage of client complaints handled or resolved by your agents at the first point of contact. FCR = (Total Resolved Cases / Total Number of Cases) x 100 Customer Satisfaction (CSAT) The Customer Satisfaction Score is a popular metric call centers use to assess buyer satisfaction.
NobelBiz
OCTOBER 17, 2023
Tech Inconsistencies: Remote agents might be using varied devices and internet connections, leading to inconsistent service quality. Example from a Call Center Perspective An agent working remotely faces frequent connection drops due to an unstable home internet connection. Achieving this consistency can be challenging.
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