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. The longevity of service level is astonishing if you consider the enormous changes that have occurred in customer service technology over the last few decades.

Service level 142

Service level Call Center Abandon rate Metrics 142

COPC

SEPTEMBER 5, 2019

“… the technology revolution (e.g., the cloud and AI) has made everything possible, and brought the opportunity for a re-establishment of industry standards.”. These changes have been strongly influenced by the development and adoption of new technologies. Ding Yi (Allen), Director of Customer Service.

Enterprise 40

Enterprise industry standards Big data Technology 40

COPC

SEPTEMBER 4, 2019

“… the technology revolution (e.g., the cloud and AI) has made everything possible, and brought the opportunity for a re-establishment of industry standards.”. These changes have been strongly influenced by the development and adoption of new technologies. Ding Yi (Allen), Director of Customer Service.

Enterprise 40

Enterprise industry standards Big data Technology 40

COPC

SEPTEMBER 3, 2019

“… the technology revolution (e.g., re-establishment of industry standards.”. is a globally renowned consulting firm in the service industry, and that the influential COPC CX Standard has provided the industry with guidance and best practices in customer experience measurement and management.

industry standards 40

industry standards Enterprise Technology Self service 40

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. The longevity of service level is astonishing when one considers the enormous changes that have occurred in customer service technology over the last few decades.

Service level 96

Service level Call Center Abandon rate Metrics 96