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2. First Call Resolution - Wikipedia

   en.wikipedia.org/wiki/First_Call_Resolution

   The FCR metric has been used in the call center industry for over 25 years and continues to be a prevalent call center metric. [4] Nearly a decade ago, the start of customer relationship management ended the old days of "measure everything that moves". Call centers have a wide range of available statistics and data to analyze customer ...

3. Contact center telephony - Wikipedia

   en.wikipedia.org/wiki/Contact_center_telephony

   Real-time call monitoring/barging system can be used by quality assessment team to provide important guidelines to agents to maintain the standard of the service as per industry norms. Integrated recording feature is helpful for internal training and quality purposes to improve productivity and customer satisfaction in equal measures.

4. Customer service - Wikipedia

   en.wikipedia.org/wiki/Customer_service

   It is expected that AI-based chatbots will significantly impact customer service and call centre roles and will increase productivity substantially. [4] [5] [6] Many organisations have already adopted AI chatbots to improve their customer service experience. [6] [7] [5] The evolution in the service industry has identified the needs of consumers.

5. Customer relationship management - Wikipedia

   en.wikipedia.org/wiki/Customer_relationship...

   Customer relationship management (CRM) is a strategic process that organizations use to manage, analyze, and improve their interactions with customers. By leveraging data-driven insights, CRM helps businesses optimize communication, enhance customer satisfaction, and drive sustainable growth. [1]

6. Continual improvement process - Wikipedia

   en.wikipedia.org/wiki/Continual_improvement_process

   All employees should continually be seeking ways to improve their own performance; It helps encourage workers to take ownership for their work, and can help reinforce team working, thereby improving worker motivation. The elements above are the more tactical elements of continual improvement processes.

7. Kano model - Wikipedia

   en.wikipedia.org/wiki/Kano_model

   An example of this would be a milk package that is said to have ten percent more milk for the same price will result in customer satisfaction, but if it only contains six percent then the customer will feel misled and it will lead to dissatisfaction. Examples: In a car, acceleration. Time taken to resolve a customer's issue in a call center.