2017 Abandon Call Contact Center Service level 
Fonolo
SEPTEMBER 4, 2019
When it comes to metrics for tracking call center performance, service level is the undeniable king of the hill. It’s a measure of how quickly calls are answered by agents. The most typical target is “80/20” which means 80% of calls are answered within 20 seconds. Cool Scatter Plot of Service Levels!
Tenfold - Contact Center Blog
JULY 9, 2018
According to a 2017 report from Microsoft , 97% of global consumers say customer service impacts brand loyalty and their buying decisions. How does a contact center know it’s consistently delivering high quality service? From a recent poll , over 60% of contact centers track First Contact Resolution as a KPI.
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