Fonolo

FEBRUARY 26, 2020

Despite a considerable investment targeted at improving service levels and reducing waiting times for the CRA’s support channels, recent tests by the Canadian Federation of Independent Business (CFIB) show that service levels have worsened for the second straight year, primarily due to a lack of agent training and knowledge management.

Service level 75

Service level Wait times Call Center Self service 75

Taylor Reach Group

MAY 18, 2018

So with ‘tongue planted firmly in cheek’, I present a customer translation for commonly used Call Center metrics; SL – Call Center operators know this as Service Level ; the percentage of calls that are answered within a defined period of time. This post was published in 2011 and updates in 2018.

Call Center 99

Call Center Metrics Interactive Voice Response Average Handle Time 99

Revation Systems

JUNE 15, 2020

This resulted in long call center wait times and higher abandonment rates. Likewise, Banner Health found that between 2016 and 2018, referral volume had declined significantly. However, their communications system couldn’t provide a clear picture of existing service levels. Source: Patient Flow Summit, 2018.

Healthcare 62

Healthcare Abandon rate call center solutions Education 62

NICE inContact

AUGUST 12, 2019

In the simplest terms, WFM programs seek to ensure you have the “right” skilled agents in the “right” place at the “right” time, whether that’s achieved via Excel spreadsheets or using sophisticated WFM software.

Contact Center 59

Contact Center Management contact center workforce Employee engagement 59

NICE inContact

AUGUST 12, 2019

In the simplest terms, WFM programs seek to ensure you have the “right” skilled agents in the “right” place at the “right” time, whether that’s achieved via Excel spreadsheets or using sophisticated WFM software.

Contact Center 54

Contact Center Management contact center workforce Employee engagement 54

Fonolo

NOVEMBER 17, 2020

Nobody escaped the long lines and endless waiting times. As the focus of contact center turns to creating value rather than reducing expenses, KPIs like customer satisfaction and service level will become increasingly favored over metrics like Average Handling Time. Contact Center Trends 2018.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Customer Service Life

MARCH 5, 2018

This article was first published as a featured contribution on the ICMI blog on January 30, 2018. Right out of college I was hired to work on the customer service team at a small, rapidly growing startup. Back in the day, I didn’t even know what a service level was. Click here to read the original. Be easy to reach.

Analytics 60

Analytics Contact Center Wait times Engineering 60