Another episode of the Contact Center KPI podcast has dropped.
It's 🔥.
Tom Moskal, VP of Global Client Services at OP360, joins us to talk all about First Call Resolution.
Our second guest to choose this KPI 🙌
Here are a few key takeaways from this episode:
1) Know why you're picking your FCR target number (aka 75% vs 80%).
2) Take the time to understand what outcomes can happen when you hit your target... hint hint make sure you're not incentivizing the wrong things to hit a target.
3) Build a culture of ownership and you'll be surprised what your team can do.
