First Contact Resolution (FCR) is one of the major KPIs of the contact center world. It measures the number of cases where a customer calls or writes in and the contact center agent solves these in a single interaction. This is usually measured by the outcome code that the agent
In a typical contact center, human quality assessors are able to monitor one to two percent of all calls handled. Speech Analytics, on the other hand, enables the quality manager to gain an insight on what is happening in every call.
It also gives the quality manager the chance to
Quality management projects in contact centers have not always been especially effective in the past. One of the main reasons for this is that it is not possible for human quality monitors to listen to every call. Speech analytics technology can get us closer to the ideal of an automated