Big data Call center experience Service level Tips 
Fonolo
NOVEMBER 17, 2020
As the focus of contact center turns to creating value rather than reducing expenses, KPIs like customer satisfaction and service level will become increasingly favored over metrics like Average Handling Time. Call Centers Will Change in 2020. Source: The Contact Center Satisfaction Index Mid-Year 2013.
Tenfold - Contact Center Blog
NOVEMBER 30, 2017
Reduction in agent turnover – By matching workload and the workforce, the call center experiences less service level volatility, leading to a more predictable work experience for the agents. Encourage your top agents to come to trainings and give practical tips on how to be a top performer.
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