Call Center Service Levels: Calculations, Metrics, & Industry Standards
Callminer
MARCH 23, 2020
Many factors can lead to rush periods in a contact center: festivities, promotion, new launch etc. As we’ve seen, Call Center Service Levels can be confusing, which is why it is important to ensure they are measured through the right method. In addition, the nature of the activity has an enormous impact on the number of calls.
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