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Blog

Insight directly from Brad on customer experience, employee engagement, contact center management and customer service leadership.

Tag Archives: service level

August 25, 2022

Service Level from the Perspective of Customers

For service level to have meaning, you must view it over an appropriate time frame. Daily service level reports often conceal important information. Service level...

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August 1, 2018

Revisiting Your Service Level Objectives

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November 16, 2017

Accessibility and Quality Work Together

Have you ever heard that you have to sacrifice quality to improve customer accessibility to services? Or the other way around? That’s one of the...

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June 27, 2017

Revisiting Your Service Level Objectives

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September 23, 2016

Revisiting Your Service Level Objective

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October 15, 2014

KLM Provides Wait Time Estimates on Twitter Page

KLM harnesses Twitter for customer service, handling a diverse range of issues and steering customers to other channels when that makes sense. They even provide...

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July 2, 2014

The Edge of Service®, Issue 9: How "Waiting in Line" Is Changing

The Edge of Service® Newsletter, Issue 9: How “Waiting in Line” Is Changing If you...

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April 21, 2014

What Should Our Service Level Be?

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March 20, 2014

The Problem with Daily Averages (and the Solution)

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March 12, 2014

Should We Have Objectives for Abandonment?

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July 26, 2013

Service Level vs. Quality

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September 1, 2011

The New Era of Customer Relationships: Are You Ready?

We are seeing the emergence of the greatest customer movement in history.  Is your organization ready?  Are you ready? Studies reveal that the vast majority...

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