Ignite 2015: Keynote highlights

Ignite 2015: Keynote highlights

Ignite 2015: Keynote highlights

Highlights from the Ignite 2015 conference for IT pros. Satya Nadella and others discuss Windows 10, SQL Server 2016, Windows Update for Business and more.

By Vocalcom

How to Measure First Call Resolution

Contact center agents handle a high volume of customer service interactions on any given day, making efficiency a challenge. Many contact centers place a great emphasis on first call or contact resolution, also known as FCR, demanding that agents do all they can to resolve cases quickly. The trouble is that all too often, the quality of the customer experience...
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