The FCR or First Call Resolution is undoubtedly one of the most important Key Performance Indicators (KPIs) for a contact center. And this is
Blog & News
The latest ICR Evolution news and thoughts about the contact center world now at your fingertips.
The data protection law that will begin to apply this year 2018 marks a turning point regarding all the processes of collection and protection
Very often, the field of learning and, in particular, the education sector, suffer from a certain slowness in adapting to the new training needs
Undoubtedly, all of us who are dedicated to topics related to customer service are aware of the enormous evolution that contact centers have experienced
The company specialized in contact center software, ICR Evolution, wants to show with the guide “KPI Engagement. Revolution in Management” the possibilities that KPIs
Customer service is nowadays vital in the sales cycle, especially when it comes to digital businesses. A good telemarketing strategy and adequate customer service
To keep providing great service to your customers, and in turn keep your business profitable, it is essential to know (with certain customer service
One of the concepts that was recently used the most within the world of business and the sales of products or services to customers
KPIs or Key Performance Indicators are defined as a metric that allows for the measurement of the efficiency of something you’re doing, for example,