Call Center 101 – The Golden Rules of SLAs [Whitepaper]
Fonolo
SEPTEMBER 26, 2018
Come into the classroom, sit down, and let us begin today’s four-part lesson: Call Center 101 – The Golden Rules of SLAs. For call centers who are rightfully obsessed with telephony benchmarks, a common metric involves the “percentage of calls received by the center that are answered by a human agent within a certain time frame ”.
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