First Contact Resolution | Managing Metrics
Автор: BenchmarkPortal
Загружено: 2020-08-19
Просмотров: 5961
Описание:
First Contact Resolution (FCR) is the “magic metric” which helps you to measure both Quality (it has a high correlation with customer satisfaction) and Efficiency (it can have a measurable impact on costs). In this video BenchmarkPortal CEO Bruce Belfiore gives managers a multi-channel overview of this key performance indicator, including its definition, importance, ways to measure, typical ranges and impacts on your operations.
This episode of Managing Metrics includes a practical example of how you can calculate the savings and ROI of actions that increase FCR. Master this metric and you will really have an impact on your center’s performance.
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