© 2018 by Service Agility

October 18, 2017

Originally published in Contact Center Pipeline, May 2015 

X% answered in y seconds.  That’s the formula we use for service level calculations in contact centers.  It can (and often should) be used to set objectives for any channel, but is most commonly utilized for inb...

Please reload

February 15, 2018

January 10, 2018

November 10, 2017

Please reload

Recent Posts
Search By Tags
Archive
Please reload