Balanced Scorecard

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First Contact Resolution (FCR): Agent Perspective - Internal Resolved

First Call Resolution (FCR) can be seen from both the customer and agent perspective. With this in mind, it is usual to adopt two measures; both an… View

Interpretation for Agent Short Call Report for ACD Group

As the name suggests these are calls of short duration. Short calls can be created by callers hanging-up or by agents ending calls prematurely… View

Temp to Perm

'Temp to Perm' is a phrase used which usually describes a process of converting temporary workers to permanent ones. Contact centres re… View

Time-based First Contact Resolution (FCR) Reporting Window

Time-based FCR relies on a rolling FCR window. This means that the initial enquiry is perceived to be a FCR but over a period of time the initial r… View

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