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Calibration Answering services industry standards Abandon rate Wait times Benchmark Upselling Customer Care Interactive Voice Response outsourcing More Related Topics >
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Improve Your Customer Outcomes With 5 Customer Service Best Practices from Leading Consumer Shipping Brand FedEx

SharpenCX

JANUARY 26, 2021

It’s a new term coined by consumer shipping companies to explain the absolute mess of packages they had to deliver in 2020. Shipping companies had their capacities put to the test in 2020, to say the very least. That’s why this month, we’re crushing on FedEx – a company that stepped up in 2020 and delivered for customers.

Best practices 76
Best practices Customer Service Interactive Voice Response Calibration 76
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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. Its origins go back over 5 decades, to the earliest days of call centers.

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Service level Call Center Abandon rate Metrics 96
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