2017 Abandon Call Service level 
Fonolo
SEPTEMBER 4, 2019
When it comes to metrics for tracking call center performance, service level is the undeniable king of the hill. It’s a measure of how quickly calls are answered by agents. The most typical target is “80/20” which means 80% of calls are answered within 20 seconds. Cool Scatter Plot of Service Levels!
Tenfold - Contact Center Blog
JULY 9, 2018
According to a 2017 report from Microsoft , 97% of global consumers say customer service impacts brand loyalty and their buying decisions. Service Level. A vendor signs a contract or Service Level Agreement (SLA) with a client to seal the deal. A 2016 survey by Call Center Helper shared that 62.7%
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