AHT – HOW TO REDUCE AGENT CALL HANDLING TIME (AVERAGE HANDLING TIME)
AHT là gì? Average handling time (AHT): thời gian xử lý cuộc gọi trung bình, là một chỉ số đo […]
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Operate
HOW TO CALCULATE FCR, NOTES WHEN CALCULATING AND METHODS TO IMPROVE
What is first contact resolution? First contact resolution (FCR): Is an index showing how quickly a customer's problem is resolved.
SUMMARY OF COMMON STANDARD CALL CENTER INDEXES AND HOW TO IMPROVE THEM
Standard metrics that a Call center can refer to and use as a yardstick
Operate
METHODS OF BUSINESS PROCESS ANALYSIS AND EVALUATION
We cannot make changes if we do not know something about it.
Operate
WHAT IS A GOOD TURNOVER RATE? HOW TO CALCULATE & IMPROVE IT
What is turnover rate? Turnover rate: The rate of employee resignations within a specific period (month/quarter/year).
