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"Guide to Improving 6 Call Center Metrics"

The Executive Guide to Improving 6 Call Center Metrics

The Executive Guide to Improving 6 Call Center Metrics

White Paper: Fonolo

For executives, measuring and improving call center metrics can be a pain point. Your call center operates in a stressful environment where good quality call center performance metrics lead to a higher standard of customer service.

In this white paper on “The Executive Guide to Improving 6 Call Center Metrics,” you'll find how to improve 6 key call center metrics for better performance and future success.

  • Customer Satisfaction (C-Sat): To keep service costs low, while maintaining high caller satisfaction

  • Service Level: what your call center can reasonably achieve

  • First-Call Resolution (FCR): Focus on three areas- people, process, and product to improve the call center metrics

  • Average Handle Time (AHT): 5 methods to help your call center improve AHT

This white paper guide includes information on how strategic and tactical teams should work together on call center metrics reporting and its best practices. 

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