Remove Contact Center Workflow Remove Customer Satisfaction Remove Wait Times
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Hyper Efficiency: The Next Frontier in Contact Center Operations Management

NobelBiz

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.

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Essential Pain Points in Call Center Management – Part 2

NobelBiz

Real-time Reporting In today’s dynamic call center environment, quick decision-making is crucial. Managers and supervisors often need up-to-the-minute data on call volumes, agent performance, customer satisfaction metrics, and other key performance indicators (KPIs).