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Work in a contact center with less than 75 agents? This is the space for you to ask questions, share unique challenges, and offer up advice.

Service Level % Messages in this topic - RSS

mark939
mark939
Posts: 1


26 days ago
mark939
mark939
Posts: 1
I am currently trying to evaluate a new process for our Service Levels. We pretty much follow the 80/20 rule but am wondering what other contact centers do and how they got to that decision. For instance, do you care more about average answer time or abandonment rate? Any discussion or tips on service level would be most appreciated.
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