call center professionals Knowledge Base Service level Wait times 
Fonolo
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
Based on the available data, contact centers can weigh which channels perform better than the rest. Service Level. A vendor signs a contract or Service Level Agreement (SLA) with a client to seal the deal. The Service Level KPI measures the organization’s alignment with the goals and targets within the SLA.
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