“First call resolution will be a huge percentage, 85, 90%.”
♫
Said on The GovCon Room
“We put this in, a dashboard, like a dashboard that can be monitored all the time to say how these things are going”
The GovCon Room · Episode 80: What Actually Gets Measured in a Federal Contact Center with Chip George
Play from 11:04
11:04
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What was described
create a live dashboard that monitors active call length, hold times, and first call resolution
Said nearby on the same subject
“It's called release time, where you have to release your finger for a period of time, some kind of interval that you can set before it will activate again. So let's say it's three seconds, they tap it once.”
AC
Alyssa Croll
SLP Coffee Talk ·
“There are these things called chain of thought… it’s a way of monitoring the systems… if you’re monitoring, they would have stopped it.”
GM
Gary Marcus
The Real Eisman Playbook ·
“I did less than 10 calls, emails, like email, call, follow up or call email, and had a company within those first 10.”
♫
Said on Govcon Giants
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