Is an 80/20 Service Level Your Call Center’s ‘North Star’?
Fonolo
SEPTEMBER 5, 2017
That exact combination is considered by many to be an industry standard. Many people assume this standard is based on careful analysis which revealed that 80/20 was a good target to set, but in reality, it appears 80/20 was arbitrarily chosen in the early days of call center technology. Understanding Industry Benchmarks.
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