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The UK Contact Center Decision-Maker’s Guide 2019-20
The success or otherwise of contact centers has traditionally been measured by observation of key metrics, usually related to cost and efficiency – average call length, average speed to answer, percent of calls answered within a certain time, etc.
While these figures are a useful and still widely acknowledged and understood benchmark, times are changing. Many contact centers now try to measure the effectiveness of their operation by tracking metrics such as first-time call resolution and customer satisfaction levels, although there are no standard measures or agreements on what constitutes a satisfied customer or fully-resolved call.