2018 industry standards Morale Service level 
Fonolo
OCTOBER 3, 2018
As we begin to look back at 2018, one thing is becoming clear: Not every contact center is created equal. Just like in many industries, contact centers have their own workplace hazards, and a focus on best practices for dealing with them in a humane way will improve a contact center by leaps and bounds. Plus so Much More!
Taylor Reach Group
MARCH 19, 2018
In this issue, we continue with other operational indicators dealing with the efficiency of the center, i.e. “Service Level”, “Average Speed of Answer (ASA)” and “Occupancy Rate”. Service Level. A 70 – 30 service level, means 70% of calls were answered within 30 Seconds. Average Speed of Answer (ASA).
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