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A common KPI for financial industry contact centers is the Service Level, whose targets can be found in the Service Level Agreement (SLA) committed to customers. The SLA aims to maintain a certain level of service, and its targets are expressed as a percentage of inbound calls answered within a given timeframe (e.g. 80% of… read more →
We are currently in the communication age. We want to do what we want, when we want it and generally expect to get instant feedback. Customers expect a high level of service at a low cost. Contact centers are investing in IT integration platforms, avatars, self-service platforms, mobile websites, mobile apps, not to mention productivity… read more →
If you work for an insurance company we will make the assumption that you do not own an insurance policy. If not, we suggest you try buying one and then return to this article. If you are anything like us, dealing with an insurance company; whether it’s for your car, house or even your health,… read more →
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