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Call Center Service Levels: Calculations, Metrics, & Industry Standards

Callminer

All the formulas are based on the same data. Our data gives us the result of (860)/(1000+40)*100% = 83%. Since different Center Service Levels offer varying results depending on the data selected, you need to ensure all your parameters are well defined. 5 Calculations for Call Center Service Levels. 60 calls were abandoned.

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ConvergeOne Sets the Industry Standard With a Net Promoter Score of 80

ConvergeOne

When neighboring school districts were hit with cyberattacks, Moreno Valley Unified School District knew they needed to upgrade their data protection. ConvergeOne’s dedication to the school district extends beyond the services it provides.

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Getting Data from your WFM System

Call Design

This is a question that is asked a lot in businesses where data needs to be extracted from various sources and collated. As technology and security increase, so too does the tightening around access and use of said data, especially within the contact centre. Which is better Direct Query or Webservice? Maintenance. Scalability.

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Call Center Security: A Guide to Keeping Your Data Safe

Fonolo

Keeping your company’s data secure is essential, but it can seem like an overwhelming task. There are effective tools, training, and technology you can implement to make sure private data stays that way. READ THE FULL GUIDE: Contact Center Security: A Guide to Keeping Your Data Safe. (It Let’s start at the beginning.

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The Top 3 Ways to Forecast for Your Contact Center

Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.

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Industry Standards for the 7 Essential Customer Service Metrics and How You Measure Up to Them

SQM Group

Given the volume of data available to call center managers, it is essential to determine the right customer service metrics and how you measure up to them.

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How to Use Data Analytics to Improve High Roller Casino Customer Service

CSM Magazine

These VIP patrons demand a personalized and seamless experience, and casinos can meet these expectations by leveraging data analytics. Harnessing the power of data gives casinos valuable insights into customer preferences, behaviors, and trends. It enables them to tailor their services to individual high rollers.