Why an 80/20 Service Level is Wrong for Your Call Center
Fonolo
JUNE 9, 2014
Let’s say your call center successfully met your 80/20 target all day, so you know that 80% of the calls were answered in less than 20 seconds — really that tells you very little about what went on that day: You still don’t know anything… Click To Tweet. ” – 2019.
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