Exercises Service level virtual call center Wait times 
Taylor Reach Group
JANUARY 6, 2023
We have seen more than 20 months of long wait times due to “higher than normal contact volumes”. . I think in the coming year we are going to see the rightsizing of Contact Centers. They will rationalize and rebalance their staffing and service levels for all contact channels.
ViiBE Blog
APRIL 28, 2021
Call centers and contact centers have industry-specific KPIs to measure agent performance. These KPIs illustrate how one agent’s productivity affects overall call center performance indicators such as call volume, wait times, and response time. What are the KPIs in a call center?
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