The first steps are to develop an appropriate definition, measurements and analysis of call handling in order to quantif...
Service level is specific to each contact center: what is appropriate for one organization at 80-20 may be appropriate f...
By Peg Ayers When my father passed away, I spent hours in queue, waiting for help from a variety of companies and age...
Metrics for call centers: FCR (1st contact resolution), AHT (average handle time), SL (service level), ASA (average spee...
Operational Indicators - Service Levels, ASA & Occupancy Rate, guide customer experience workforce management and CX...
