Month: June 2025

This table shows first contact resolution (FCR) in relation to customer service metrics like AHT, CSAT, Resolution Time, Contact Rate, Agent Utilization, and CES.

How to Measure and Improve First Contact Resolution (FCR) in Your Contact Center

Chris Kontes

When a customer reaches out for help, one thing matters most: getting it right the first time. First Contact Resolution (FCR) is the percentage of customer issues resolved during the initial interaction, with no need for a follow-up, escalation, or repeat contact. The FCR formula is: FCR = (Issues Resolved on First Contact / Total…

This table shows first contact resolution (FCR) in relation to customer service metrics like AHT, CSAT, Resolution Time, Contact Rate, Agent Utilization, and CES.

Agent Performance & Coaching, Customer Experience

How to Measure and Improve First Contact Resolution (FCR) in Your Contact Center

Chris Kontes

What is ACW in a call center? Simply, ACW refers to the tasks that a contact center agent completes after finishing a customer interaction, including but not limited to: logging case notes or outcomes, updating customer records, tagging call type or reason, and sending follow-ups or alerts.

Agent Performance & Coaching

What Does After-Call Work (ACW) Mean in a Call Center?

Chris Kontes

The call center service level formula is shown as Service Level (%) = (Calls Answered Within Threshold ÷ Total Calls Offered) × 100.

Agent Performance & Coaching, Customer Experience

How to Calculate and Improve Service Level in Your Call Center

Chris Kontes

This image lists the key features and benefits of using speech analytics tools and solutions in your contact center.

AI & Automation

Top 8 Speech Analytics Tools in 2025 (and How to Choose the Right One)

Chris Kontes

Average Handle Time (AHT) Formula is displayed as AHT = (Talk Time + Hold Time + After-Call Work Time) ÷ Total Number of Calls

Agent Performance & Coaching

Average Handle Time Formula: How to Calculate and Improve AHT

Chris Kontes

Balto's Audio Ingestion functionality graphic, including Quality Assurance, AI call summarization, AI coaching and compliance notifications

Product & Company Updates

Post-Call Audio Ingestion Is Live: What You Need to Know

Chris Kontes

Agent utilization formula in a call center: Agent Utilization = (Total Handle Time + After-Call Work Time) ÷ Total Logged-In Time

Agent Performance & Coaching

Call Center Agent Utilization: What It Is, Why It Matters, and How to Get It Right

Chris Kontes

A diagram of concentric circles represents the difference between call centers and contact centers: call centers are a subset of contact centers

Contact Center Operations

Contact Center vs Call Center: What’s the Difference?

Chris Kontes

Product & Company Updates

How Balto Is Shaping the Future of QA/QM, According to CMP Research

Chris Kontes

The formula for Customer Effort Score (CES) calculation is shown as Customer Effort Score = Sum of all Customer Effort Scores divided by Total Number of Responses.

Customer Experience

What is a Good Customer Effort Score (CES)? An In-Depth Guide

Chris Kontes