What should your service level be? Surprisingly, there is no single magic answer. Successful contact center managers understand that there are multiple methods to set this important standard. In this article, Kathryn Jackson describes seven of them-practical methods you can use to choose a service level right for you. You should choose one way-and use it consistently-because the one that you select influences so many of the other decisions you make-how many people to hire, how to schedule, how to route calls, etc.

When setting any service level goal, managers must constantly balance their desired goal with fiscal responsibility. This balancing act often causes tension and conflict-factors which this article helps you to overcome.

Start your journey from the World of Service Level Conflict the Land of Service Level Giants with this article.