New Survey on Service Level: 80/20 Is Still Going Strong
Fonolo
SEPTEMBER 4, 2019
If they found low correlation between the two metrics, there is a business case for lowering SLAs … [but] If you were to do this … look at the impact service level has on your abandon rate, to ensure that you won’t lose too many calls. The Case against Service Level as “North Star”. The Benefit of Call-Backs.
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