Are You Prepared for Unpredicted Spikes in Call Volume?
While today’s tech-savvy consumers are using more non-voice channels to connect with...
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New Survey on Service Level: 80/20 Is Still Going Strong
When it comes to metrics for tracking call center performance, service level...
Calling all Call Centers: Confessions of a Tech Support Agent
It's our turn. If you've had your eyes on the Fonolo blog...
How to Efficiently Manage Service Levels with the Right Technology [Slideshare]
For most call centers, service level is a very important KPI. It...
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#Trending: Call Centers Are Addicted to Call-Backs
Here’s what we know: In the call center industry, it feels as...
Contact Centers Focusing Less on 80/20 Service Level
In the wide world of call center metrics, “service level” has always...
Is an 80/20 Service Level Your Call Center’s ‘North Star’?
The concept of a “North Star” metric has become a fashionable discussion...
5 Pitfalls When Setting Your Call Center Service Levels
The forecast says there's a 20% chance of rain tomorrow in your...