Understanding service level for the call center
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In this brief podcast, hear the definition for service level from Lori Bocklund and Steve Suhn of Strategic Contact and learn why it's an important metric to consider in the call center.
| Related podcasts on call center metrics |
- Understanding average handle time (AHT) for the call center
- Understanding blocking rate for the call center
- Understanding cost per contact for the call center
- Understanding customer satisfaction as a call center metric
- Measuring forecasted calls against handled calls in the call center
- Using number of calls offered as a call center metric
- Understanding occupancy for the call center
- Understanding quality monitoring for the call center
- Understanding call center schedule adherence
- Designing a call center metrics strategy
CRM Solutions presents Call center management and customer service research, webcasts and Call center management and customer service news articles