The must-have call center features include ACD, IVR, call queue, call recording, call monitoring, call routing, call whisper, and more. Read on to find out which ones you need.| MightyCall –
First Call Resolution (FCR) is the percentage of customer inquiries or issues that are resolved during the initial contact with a call center, without the need for follow-up calls or additional interactions.| MightyCall –
The call abandonment rate measures the number of abandoned calls compared to the total number of calls received by a call center.| MightyCall –