Contact Centers Focusing Less on 80/20 Service Level
Fonolo
APRIL 17, 2018
Even more astonishing is that most call centers would name the same target value for that metric: the magical “80/20”. One would hope that this standard is based on careful analysis, but in reality, it appears 80/20 was arbitrarily chosen in the early days of call center technology. Call Center Rocket Science by Randy Rubingh.
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