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Overview:
While there is broad recognition of the value of tracking and managing first contact resolution, a substantial proportion of today's contact centers do not attempt to measure it. This is understandable. The metric is difficult to define and difficult to measure. Proxy measures like IVR exits and abandoned calls are useful indicators but dance around the metric rather than tackle it head on. There are no perfect data points. Sound practice is to track multiple indictors, but choose only one for reporting contact center performance and for agent evaluation. One of these indicators must be direct end user feedback.
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| Format: | Size: | 469 KB | |
| Date: | May 2008 | ||
| Pages: | 16 |
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