How to measure the Efficiency of a CRM Strategy in Contact Centers
NobelBiz
FEBRUARY 14, 2023
Several key metrics can be used to measure the efficiency of a CRM strategy in contact centers, such as: First Call Resolution Rate (FCRR) : Measure the efficiency of a contact center by using the First Call Resolution (FCR) rate as a metric. ” Customers respond on a scale of 0-10.
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