Setting Service Level Objectives in the Call Center

Setting Service Level Objectives

X% answered in Y seconds. That’s the formula we use for service level calculations in contact centers. It can (and often should) be used...
Contact Center Experimentation: A scientific test and learn approach to contact centers

Experimentation… Why Not?

Humans learn things in a variety of ways that span the range from formal to accidental. School is a formal way to learn. There...
Contact Center Pipeline Blog