2019, Abandon rate, industry standards and Service level

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2019

Abandon rate

industry standards

Service level

Infographic: 6 Small Changes That’ll Make a Big Difference in Your Contact Center

Fonolo

NOVEMBER 7, 2018

Feast your eyes on the infographic below (along with the accompanying Coles notes) which acts as a handy cheat-sheet for those looking to revitalize their contact and call centers with simple changes (including gamification, service levels, and call-backs), all of which will continue to shape the landscape in 2019. Look it up.

Contact Center

Contact Center Gamification Abandon rate Call Center

Why an 80/20 Service Level is Wrong for Your Call Center

Fonolo

JUNE 9, 2014

In the world of contact center metrics, “service level” has always held a special place. It gives the industry a universally understood way to talk about how quickly customer calls are answered by support agents. Call center service levels are, broadly speaking, a commitment to a particular average speed of answer, or ASA.

Service level

Service level Call Center Abandon rate Metrics

Customer Contact Central

Infographic: 6 Small Changes That’ll Make a Big Difference in Your Contact Center

Why an 80/20 Service Level is Wrong for Your Call Center

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