2021 National Conference

Click on the sessions below to watch the Keynotes, Workshops & Technology Showcases. Full access to these videos is part of your Forum Membership. To access these videos, register or log in by clicking My Account at the top of this page. If you do not have the access you expect please email advice@theforum.social.

Gold Sponsors
Partner Article: How to set the right service level goal in your call center

Published on 09 February 2023

Partner Article: How to set the right service level goal in your call center

What is your contact center service level goal? Odds are, some or all of the groups are at either 80/20, 70/30 or some combination of those. They are extremely common. Do you use average speed of answer (ASA)? If so, is it 20 seconds or 30 seconds? Those are by far the most utilized ASAs. But what do these actually mean and how do you know if you have the right measure?

If you understand how these metrics impact key business metrics, you can find opportunities to generate a conversation around how you should measure customer accessibility.

Read this article on the injixo blog.

Comments (0)Number of views (4083)
Print