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5 Fragen zum Service Level

WHAT IS SERVICE LEVEL? 5 THINGS YOU SHOULD KNOW ABOUT THIS KPI

What is Service Level? How do I calculate Service-Level? Why shouldn’t I aim for a Service Level of 80/20 in my call center? What metrics are there besides Service Level? How can I improve my Service Level?   1. What is service level? Service level is one of the most important key performance indicators (KPIs) for an inbound call center. The metric can be viewed as a reflection of a service center’s service quality. It defines the percentage of calls that should be answered within a given timeframe. When a contact center sets itself a specific service level target, it…
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SEASONAL FLUCTUATIONS IN CALL CENTER CALL VOLUME

  Depending on your sector, seasonal fluctuations can pose significant challenges for contact centers. Contact rates for online store providers and their logistics partners tend, for instance, to rise considerably in the run-up to Christmas. For 50% of those surveyed in the latest investment study by the Contact Center Network, seasonal fluctuations are a major issue*. The following measures can assist with short-term surges in service requests. (more…)
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virtualQ Artificial Intelligence

The wait is over: Tech startup virtualQ receives seven-digit financing for customer services

The signs are set for growth. The startup virtualQ has raised growth financing. With its enterprise software solutions, the company following the vision of “a world without waiting” is one of the innovation drivers in the call center industry. Among its backers are well-known venture capital investors and experienced business angels. Companies that focus on service quality do not waste their customers’ time by leading them through endless queues. virtualQ has recognized that and offers software technologies like virtual assistants, which drastically reduce waiting times on the telephone, and voice solutions, which answer recurring customer requests directly. Its business model…
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