service level - Brad Cleveland

KLM Provides Wait Time Estimates on Twitter Page

Oct 15, 2014 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Service, Social Media

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 wait time estimates, updated every five minutes. This is a good example of an organization that meets...

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

Jul 2, 2014 | Call Center, Contact Center, Customer Service, The Edge of Service, Uncategorized, Workforce Management

The Edge of Service® Newsletter, Issue 9: How “Waiting in Line” Is Changing If you care about delivering effective service—whether you head a multinational, direct a division, or are simply intent on meeting commitments as an individual—there are three...

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

What Should Our Service Level Be?

The Problem with Daily Averages (and the Solution)

Should We Have Objectives for Abandonment?

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