Free ebook

How to successfully achieve service level in your contact center

42 point checklist to meet your service level goals

Part 2/2

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

Consistently hitting your Service Level 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 Service Level 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 Service Level 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 ebook 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

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