What is Call Center Shrinkage?
On a good day, your contact center can run like a well-oiled machine, but call center...
Tag: service-level
How to Monitor Call Center Performance
Imagine a month of perfect performance at a call center: Agents take incoming phone calls like...
Are You Prepared for Unpredicted Spikes in Call Volume?
While today’s tech-savvy consumers are using more non-voice channels to connect with businesses, the act of...
New Survey on Service Level: 80/20 Is Still Going Strong
When it comes to metrics for tracking call center performance, service level is the undeniable king...
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Calling all Call Centers: Confessions of a Tech Support Agent
It's our turn. If you've had your eyes on the Fonolo blog for the past nine...
How to Efficiently Manage Service Levels with the Right Technology [Slideshare]
For most call centers, service level is a very important KPI. It measures two parameters: 1)...
#Trending: Call Centers Are Addicted to Call-Backs
Here’s what we know: In the call center industry, it feels as though there is a...
Contact Centers Focusing Less on 80/20 Service Level
In the wide world of call center metrics, “service level” has always held a special place....