2020 industry standards Service level Surveys 
SharpenCX
FEBRUARY 11, 2020
Digital tools provide a greater level of sophistication to analyze your agents. With upgraded reporting, you can see how agents perform compared to industry standards and your past track record. Agents could use idle time to send out customer surveys with questions regarding recent interactions.
Fonolo
DECEMBER 5, 2019
As we head into 2020, data is becoming more crucial for successfully running a call center than ever. As contact center managers rev up their brand-spanking-new AI to help them execute their 2020 plans, which metrics should they be tracking? Here are the top 4 metrics your call center should be tracking in 2020.
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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.
CSM Magazine
MARCH 22, 2023
Engineers no longer have to physically check-in at the start and end of each working day, or as jobs are completed, and customer service levels are boosted with live updates and accurate ETAs. Macaw Security Solutions offers a comprehensive multi-layered security strategy for individuals, businesses, and public services across the UK.
Tenfold - Contact Center Blog
JULY 12, 2018
A 2016 Job Satisfaction survey from the Conference Board showed that 50.4% Low levels of happiness in the workplace lead to high agent attrition rates, poor performance, and decreased productivity. For example, a training based on industry standards is a must. Why is this so important?
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