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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 ...
"Grade of Service" sometimes means a measure of inbound call center traffic to verify adherence to conditions to measure the success of customers served. On the other hand, the quality of service which a single circuit is designed or conditioned to provide, e.g. voice grade or program grade is called the quality of service.
Common measures of statistical dispersion are the standard deviation, variance, range, interquartile range, absolute deviation, mean absolute difference and the distance standard deviation. Measures that assess spread in comparison to the typical size of data values include the coefficient of variation.
The term "call center" was first published and recognised by the Oxford English Dictionary in 1983. The 1980s saw the development of toll-free telephone numbers to increase the efficiency of agents and overall call volume. Call centers increased with the deregulation of long-distance calling and growth in information-dependent industries. [11]
The table shown on the right can be used in a two-sample t-test to estimate the sample sizes of an experimental group and a control group that are of equal size, that is, the total number of individuals in the trial is twice that of the number given, and the desired significance level is 0.05. [4] The parameters used are:
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The other books focus on the statistical theory of survey sampling and require some knowledge of basic statistics, as discussed in the following textbooks: David S. Moore and George P. McCabe (February 2005). "Introduction to the practice of statistics" (5th edition). W.H. Freeman & Company. ISBN 0-7167-6282-X.
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