Why an 80/20 Service Level is Wrong for Your Call Center
Fonolo
JUNE 9, 2014
Ways to meet your agreed service level — 80/20 or not — is for another blog. But regarding the abandon rate issue mentioned in that last sentence: A great way to reduce — or even eliminate — abandoned calls is to replace hold times with a call-back. How Do You Set the Right Service Level for Your Contact Center?
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