Forget the 80/20 Rule

Topics:
Telesales - Telemarketing
Tags:
Call Centers,
Contact Center,
ContactCenterWorld.com,
Customer Relationship Management (CRM),
Enterprise Software,
It Operations,
Software
Source:
ContactCenterWorld.com

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Overview: Meeting high service level goals is costly. As a contact center manager one must ensure that they are aligned with corporate strategy and with customer expectations, and that adhering to them is money well spent. Article emphasizes that service level is never ?one size fits all? and managers who stick to the old ?80/20? rule without thinking it through are spending invaluable resources to no avail. Read article and get the discussion in details about service level elasticity, changing the perception of wait time, first contact resolution and satisfaction and loyalty.

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Format: HTML | Date: Nov 2003 | Pages: 1

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