2003 Customer effort Service level 
Call Design
JULY 6, 2021
Average delay refers to the average amount of time a customer spends waiting in the queue for an answer from an agent whereas grade of service is the defined as a percentage of contacts answered within x seconds. Customer Effort Score. Net Promoter Score.
Taylor Reach Group
JUNE 13, 2017
This process created situations where the center unable to service the live voice calls to the standards desired, while chat agents waited for chat requests. This downward spiral can lead to missing service level in both groups, while at the same time, increasing the cost per contact. Challenges with Chat.
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