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Articles - Service Level

Find and explore a range of content on managing service levels in contact centres to meet customer expectations and optimise operations.

How to Design a Contact Centre for Impatient Customers

A black calculator with pen on solid blue background with the erlang c formula

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 5.0 – With Abandons and Day Planner

Two hands holding a calculator with the words erlang calculators explained

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?

80 20 rule

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

How Contact Centres Use Email

EvaluAgent AI Onboarding Made Easy box

Editor's Pick

Thumbnail The Best Ways to Track Absence in the Contact Centre

The Best Ways to Track Absence in the Contact Centre

Thumbnail Contact Centre Predictions for 2025

Contact Centre Predictions for 2025

Thumbnail 10 Christmas Office Games to Motivate Your Team

10 Christmas Office Games to Motivate Your Team

Thumbnail Stop Doing These Stupid Things to Your Customers

Stop Doing These Stupid Things to Your Customers

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Hot Topics : CX - CCaaS - AI - Analytics - WFM

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