The Only KPI That Matters: First Call Resolution. Here’s Why

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There’s a ton of different call center metrics out there, but there’s just one that you absolutely need to nail: first call resolution. Nothing kills customer loyalty more than not getting solutions right away. Resolving a customer’s query or issue on their very first call is a surefire way to […]

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9 Call Center Integrations You Can’t Afford to Overlook

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Gone are the days when each piece of software existed in a vacuum. Thanks to APIs (Application Programming Interfaces), software now communicates between each other easily. However, businesses often buy software without considering what they truly need—especially when it comes to call center solutions. When you start using a call […]

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