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Articles - Service Level
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The Top 10 Most Important Call Centre Metrics
How to Design a Contact Centre for Impatient Customers
Erlang C Formula – Made Simple With an Easy Worked Example
12 Top Tips to Reduce Inbound Call Volumes
Contact Centre Metrics: Are You Measuring the Right Things?
How to Calculate Contact Centre Service Level
How to Set up a Call Centre
How to Predict Call Abandon Rates Based on Service Level
Is There a Correlation Between Queue Time and Customer Satisfaction Levels?
Call Centre Erlang Staffing Calculator – v 4.2 – With Abandons and Day Planner
What is Erlang and the Erlang Calculator?
What is Average Speed of Answer?
1 in 5 Contact Centres Have an Email Service Level of More Than One Day
How to Get Buy-In for… Workforce Management (WFM) Software
How Do I… Make Webchat the Channel of Choice?
Industry Average for Service Level is changing from 80% in 20 Seconds
10 Ways to Make Scheduling Processes More Efficient
Recorded Webinar: Master-Class in Resource Planning
19 Ways to Exceed Your Customers’ Expectations
How to Coach Agents for Attitude
Trend Watching: What’s Happening to Contact Centre Email?
24 Ways to Improve Your Contact Centre Measurements
Trade Secrets: How to Get the Best Out of Your WFM Software
How to deal with poor service on other channels
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Editor's Pick
Kick-Start Your Next Team Engagement Day – With These Tried and Tested Activities
10 Ways to Kick-Start Your Adherence Improvement Strategy
The 7 Cs of Effective Communication
Improve Your CX Strategy – With These Clever Ideas From Bupa’s Contact Centre!