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.

Service level 69

Service level Abandon rate contact center workforce Contact Center 69

COPC

SEPTEMBER 5, 2019

the cloud and AI) has made everything possible, and brought the opportunity for a re-establishment of industry standards.”. In traditional contact centres, customers typically have to work through multiple layers in an IVR menu, which can take quite a long time, and they frequently end up having a poor experience.

Enterprise 40

Enterprise industry standards Big data Technology 40

COPC

SEPTEMBER 4, 2019

the cloud and AI) has made everything possible, and brought the opportunity for a re-establishment of industry standards.”. In traditional contact centres, customers typically have to work through multiple layers in an IVR menu, which can take quite a long time, and they frequently end up having a poor experience.

Enterprise 40

Enterprise industry standards Big data Technology 40

COPC

SEPTEMBER 3, 2019

re-establishment of industry standards.”. In traditional contact centres, customers typically have to work through multiple layers in an IVR menu, which can take quite a long time, and they frequently end up having a poor experience. We definitely wanted to avoid this. “… the technology revolution (e.g.,

industry standards 40

industry standards Enterprise Technology Self service 40