First Call Resolution Measurement Reference Virtual Call Center 
CSM Magazine
JANUARY 28, 2020
Any type of large enterprise or organization knows the inherent value a virtual call center brings to their business. Performance Monitoring Metrics to Measure. First-call resolution : When customers call a service center, they expect their issue to be handled on the first call.
ViiBE Blog
AUGUST 11, 2021
Key Performance Indicators (KPIs) exist to measure the performance of individual employees or contact centers as a whole. ViiBE sends a quick after-call survey to measure KPIs like first call resolution (FCR) , net promoter score (NPS) in real-time. How can you measure customer satisfaction?
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