‘Service level’ measures the accessibility of a company to their customers, and that company’s ability to manage call volume fluctuations and execute their staffing strategy. It is directly tied to customer service quality and is often a vital indicator of a contact center’s overall performance.
A declining service level can point to a number of issues: Poor scheduling; calls taking longer than expected; unplanned call fluctuations; and much more. On the other hand, if a contact center’s service level is improving, it’s usually a sign that the right technology, optimal agent scheduling, and accurate call planning are in place.
How can contact centers better manage their service levels? Leveraging the right technology can go a long way in improving a less-than-optimal service level and, as a result, the overall quality of customer service. From optimizing workforce management to enabling agent call-backs, managers and decision-makers who implement the right technology will reap the rewards.
How to Efficiently Manage Service Levels with the Right Technology
Given that two thirds of customers are willing to pay a premium for excellent customer service, it is clear that efficiently managing your contact center’s service level is crucial. Watch this joint webinar powered by Fonolo and injixo, where we discuss how technology aids service level management, as well as share experiences and success stories.
Watch the on-demand webinar now.
We talk about:
- The Role of Workforce Management
- The Benefit of Call-back Technology
- Successful Case Studies
- Plus so Much More!
Who should watch:
- VPs & Directors of Contact Centers
- VPs & Directors of Customer Experience
- VPs & Directors of Customer Service
- VPs & Directors of Contact Channel Performance
Charles Watson, Global Workforce Management, Contact Center Expert
Charles Watson has over 20 years of experience in Workforce Management and Contact Center operations. Charles was VP of WFM at American Express and Unitedhealth and has worked with dozens of Fortune 500 companies.
Simon Waldron, Customer Experience Team, injixo
Simon Waldron is a well-established contact center professional with over 15 years of contact center operations and workforce management. Currently, Simon is part of the Customer Experience team for injixo WFM at InVision AG in North America.
Shai Berger, Co-Founder and CEO, Fonolo
Shai is the Co-Founder and CEO of Fonolo, a leading provider of cloud-based call-back solutions. As an innovator in the space, Shai is on a clear mission to educate the call center industry on how to improve the customer experience.