contact center workforce Service level Time management 
COPC
JULY 20, 2023
Overview Service level is one of the most important metrics for a contact center to measure and manage and has been in place since contact centers evolved. However, in our consulting work, we find that this vital metric’s management and targets have yet to evolve from the original definition.
Playvox
JANUARY 25, 2024
Workforce management for contact centers is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost.
CSM Magazine
OCTOBER 15, 2018
Occupancy – it’s good to know how many of your resources are being used at any one time but it’s even better to keep some agents in ‘reserve’ to handle random contact arrival patterns and maintain service levels. With customer-centric success criteria in place, turn to innovative workforce.
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