• Lesson

Metrics for Managers Lesson 11 First Contact Resolution

  • 6m
  • Editable
  • Assessment

In this module, we will explore the application of the science and measurements commonly used in contact centres. These metrics are the heartbeat of modern contact centres and we will understand why they are used as well as the factors that impact them.
Learning Outcomes for this module include:
Understand the metrics that matter in a contact centre environment , gain a fuller comprehension of why they are important. Allow your learners to see what affects the metrics and how they can control them.

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CPD certified

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