Average Handle Time call center professionals Knowledge Base Wait times 
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NOVEMBER 17, 2020
Nobody escaped the long lines and endless waiting times. And contact centers were utterly overwhelmed in the floods of anxious customer calls. Call Centers Will Change in 2020. Here are the ten most prominent trends that can help call center professionals stay ahead of the curve.
Tenfold - Contact Center Blog
JULY 9, 2018
To calculate for the Service Level, divide the total number of calls answered within the threshold by the total number of calls and the total number of abandoned calls. A 2016 survey by Call Center Helper shared that 62.7% of call center professionals view Service Level as the most essential KPI.
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