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...
While today’s tech-savvy consumers are using more non-voice channels to connect with businesses, the act of...
When it comes to metrics for tracking call center performance, service level is the undeniable king...
It's our turn. If you've had your eyes on the Fonolo blog for the past nine...
For most call centers, service level is a very important KPI. It measures two parameters: 1)...
Here’s what we know: In the call center industry, it feels as though there is a...
In the wide world of call center metrics, “service level” has always held a special place....
The concept of a “North Star” metric has become a fashionable discussion among start-up culture. The...
The forecast says there's a 20% chance of rain tomorrow in your city. Does that mean...