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 to set objectives for any channel, but is most commonly...
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 are informal occasions for learning that arise from our daily...
Contact Center Pipeline Blog