Beyond Philosophy

FEBRUARY 1, 2021

That’s a sharp contrast from a car ad that I remember from 2004, which featured a Honda and a Mitsubishi car driving on a bridge and one was able to stop a meter ahead of the other, which was enough to not fall into the collapsed part of the bridge. Let me give one more example, this time from a small business in … Eastern Europe.

Marketing 369

Marketing Consulting Consulting Construction 369

Fonolo

FEBRUARY 9, 2023

With so much riding on this metric, it’s shocking to see how many call centers choose their service level arbitrarily, or with minimal consultation. Rockwell, which got out of the call center business in 2004, was one of the pioneers of the technology. Because using the 80/20 rule for call centers is doing exactly that.

Service level 142

Service level Call Center Abandon rate Metrics 142

Fonolo

JUNE 9, 2014

With so much riding on this metric, it’s shocking to see how many call centers choose their service level arbitrarily, or with minimal consultation. With so much riding on this metric, it's shocking to see how many call centers choose their service level arbitrarily, or with minimal consultation.

Service level 96

Service level Call Center Abandon rate Metrics 96