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2. First Call Resolution - Wikipedia

   en.wikipedia.org/wiki/First_Call_Resolution

   First Call Resolution or First Contact Resolution (FCR) is a metric that measures a call center's performance for resolving customer interactions on the first call or contact, eliminating the need for follow-up contacts. [1] FCR is one of the most-watched metrics and considered the most important call center industry metric. Ideally, the FCR ...

3. Application performance management - Wikipedia

   en.wikipedia.org/wiki/Application_performance...

   In the fields of information technology and systems management, application performance management (APM) is the monitoring and management of the performance and availability of software applications. APM strives to detect and diagnose complex application performance problems to maintain an expected level of service .

4. Customer lifecycle management - Wikipedia

   en.wikipedia.org/wiki/Customer_lifecycle_management

   The overall scope of the CLM implementation process encompasses all domains or departments of an organization, which generally brings all sources of static and dynamic data, marketing processes, and value-added services to a unified decision supporting platform through iterative phases of customer acquisition, retention, cross-and upselling ...

5. Software quality management - Wikipedia

   en.wikipedia.org/wiki/Software_quality_management

   release testing of software, including proper documentation of the testing process; examination of software and associated documentation for non-conformance with standards; follow-up review of software to ensure any required changes detailed in previous testing are addressed; application of software measurement and metrics for assessment

6. Customer relationship management - Wikipedia

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

   CRM systems that track and measure marketing campaigns over multiple networks, tracking customer analysis by customer clicks and sales. Some CRM software is available as a software as a service (SaaS), delivered via the internet and accessed via a web browser instead of being installed on a local computer. Businesses using the software do not ...

7. Google should be forced to bargain with contractor's union ...

   www.aol.com/news/google-forced-bargain...

   By Daniel Wiessner (Reuters) - Alphabet's Google is facing a second complaint from a U.S. labor board claiming that it is the employer of contract workers and must bargain with their union, the ...

8. Performance indicator - Wikipedia

   en.wikipedia.org/wiki/Performance_indicator

   A performance indicator or key performance indicator (KPI) is a type of performance measurement. [1] KPIs evaluate the success of an organization or of a particular activity (such as projects, programs, products and other initiatives) in which it engages. [ 2 ]

9. NYC council’s new paperwork rule for cops cost taxpayers $1 ...

   www.aol.com/news/nyc-council-paperwork-rule-cops...

   Pot, meet kettle. Big Apple taxpayers shelled out more than $1.4 million in overtime in just three months for cops to fill out paperwork under the controversial “How Many Stops Act,” NYPD ...