Free e-book

How to Successfully Achieve Service Level in Your Contact Center - Part 1

A checklist for contact center and WFM experts


Service level: the #1 KPI in almost every call center

Consistently hitting your SL target has positive consequences for everyone concerned. It is a key ingredient of the customer experience; it is good for agent morale.

Quite rightly the planning team can take a bow when SL goals are hit, because without accurate forecasts, efficient schedules and good adherence tracking, it simply wouldn’t happen.

On the other hand, failing to hit SL target has lots of negative consequences. These can be tangible and painful, for example outsourcers frequently have client contracts with Service Level Agreements that contain penalties for underperformance.

In this e-book you will learn ...

How to evaluate your service level delivery strategy

Assess the effectiveness of your HR partnership

The importance of data validation

To examine your self serve options

Analyze the structure of your planning team

And many more crucial thought provoking questions


You can download Part 2 of the e-book "42 Reasons Why Your Call Center Is Not Meeting Service Level Goals" here.