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....
Tag: service-level
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Is an 80/20 Service Level Your Call Center’s ‘North Star’?
The concept of a “North Star” metric has become a fashionable discussion among start-up culture. The...
How to Provide Acceptable Hold Times During Peak Season
Let’s get straight to the point - If you want a successful contact center, excellent customer...
Case Study: Credit Union Increases Service Levels with Call-Backs
We LOVE working with credit unions. This industry truly grasps what customer experience is all about,...
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How Call-Backs Reduce the Cost of Using a Third-Party Call Center
At Fonolo, we're always talking about how call-backs are a win/win: they result in both an...
Improving the Customer Experience in Your Credit Union
Maintaining and improving the customer experience is important for most, if not all organizations. However for...
Erlang in a Nutshell for Call Center Folks
We’re in the middle of a series of posts exploring the ROI of adding call-backs to...
Give Thanks: Make Your Call Center the Heart of Your Customer Journey
It's Thanksgiving today and to call center execs everywhere that means one thing: Black Friday, one...