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Best Contact Centers in the World - Global Contact Center Masterclass Best Practice Conference Hear from and network with the elite contact center professionals from all over the World. All are 2017 Award Winners! as they share knowledge and information on key areas for contact center managers and executives
Enkata is the market and technology leader in software-as-a-service (SaaS) performance management solutions for customer operations. Enkata’s analytics-powered applications distill every customer interaction to provide actionable data to improve the customer experience. Directed by Enkata’s advanced analytics, service operations are able to optimize employee development, service policies, and self-service channels to deliver differentiated service on every contact. Enkata is deployed in customer contact centers with 100 to 20,000 service agents. Enkata solutions analyze over 1 billion contacts per year for some of the world’s largest global service operations. Please Login
The challenge in using FCR as a KPI is that it is difficult to capture the right data to accurately calculate this metric. It is also hard to get buy-in from all call center constituencies on the validity of your methodology. Call centers around the ... October 25, 2007 5:00 AM