What is First Contact Resolution?
December 1, 2020
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First Contact Resolution (FCR) is a metric that every inbound contact center should keep in mind. FCR records the number of calls (or other kinds
Tag: AHT
What is Average Handling Time?
November 24, 2020
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“Average handling time (AHT) is the amount of time a contact center agent typically spends handling an interaction. It includes the total talk and hold
What’s TTS Doing for Contact Centers? (Why we Love Text-to-Speech!)
September 10, 2020
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In this post: What is TTS? Why does TTS matter in a contact center? What are the benefits of using TTS? What you should know
4 Ways to Slash AHT With Call Center IVR
July 9, 2020
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Post summary: AHT makes a poor agent target but remains an important number for call centers to monitor Call centers which manage to organically reduce