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Podcast: The KPI Podcast
Episode: First Call Resolution with Tom Moskal
Description: Another episode of the Contact Center KPI podcast has dropped.It's 🔥.Tom Moskal, VP of Global Client Services at OP360, joins us to talk all about First Call Resolution.Our second guest to choose this KPI 🙌Here are a few key takeaways from this episode:1) Know why you're picking your FCR target number (aka 75% vs 80%).2) Take the time to understand what outcomes can happen when you hit your target... hint hint make sure you're not incentivizing the wrong things to hit a target.3) Build a cultur...