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Service level industry standards Abandon rate Average Handle Time Morale Metrics Benchmark outsourcing Contact Center Customer centricity More Related Topics >
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Service Level – Are You Measuring it the Wrong Way?

COPC

JULY 20, 2023

Overview Service level is one of the most important metrics for a contact center to measure and manage and has been in place since contact centers evolved. However, in our consulting work, we find that this vital metric’s management and targets have yet to evolve from the original definition.

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Service level Abandon rate contact center workforce Contact Center 69
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Tortoise or Hare – Which One Best Describes Your Contact Center?

CSM Magazine

OCTOBER 15, 2018

With customer-centric success criteria in place, turn to innovative workforce. Add ‘travel time’ into schedules – in a bid to save time, managers often take. For example, they don’t factor in the travel time needed to get from the contact center floor to the training rooms.

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Contact Center contact center workforce Average Handle Time Metrics 56
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