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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Revisiting Your Service Level Objectives
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...
Read More >>>Revisiting Your Service Level Objectives
Revisiting Your Service Level Objective
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...
Read More >>>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...
Read More >>>What Should Our Service Level Be?
The Problem with Daily Averages (and the Solution)
Should We Have Objectives for Abandonment?
Service Level vs. Quality
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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