Setting the right SLA for contact centers

How to Set Your Call Center Service Level Agreement

Having the correct service level agreement is imperative for your organization in order to achieve maximum customer service satisfaction while following budgetary restrictions and setting achievable goals for your call center agents. Sometimes there are immediate, direct fiscal penalties for breach in contractually obligated SLAs; other times the business impact of poor experiences is not […]

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Using Charts Like a Lamp-posts

“He uses statistics as a drunken man uses lamp-posts…for support rather than illumination.”  — Andrew Lang (1844-1912) Scottish poet, novelist and literary critic It isn’t new. Statistics and graphics don’t have to mean anything or even offer any real information. Often, charts are there for the sole purpose of eliciting an emotion. The party doing […]

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