http://chriscrosby.net/blog/2007/03/28/service-level-goals-are-a-waste-of-your-money/ Wed, 03 Dec 2008 21:37:58 +0000 http://wordpress.org/?v=2.6.3 http://chriscrosby.net/blog/2007/03/28/service-level-goals-are-a-waste-of-your-money/#comment-727 Chris Crosby » Pay-Per-Click 101 Tue, 14 Oct 2008 02:46:29 +0000 http://chriscrosby.net/blog/2007/03/28/service-level-goals-are-a-waste-of-your-money/#comment-727 [...] Here is my response: [...] [...] Here is my response: [...]

]]> http://chriscrosby.net/blog/2007/03/28/service-level-goals-are-a-waste-of-your-money/#comment-707 Chris Crosby » Service Level vs. Cost vs. Customer Experience Thu, 29 May 2008 14:54:33 +0000 http://chriscrosby.net/blog/2007/03/28/service-level-goals-are-a-waste-of-your-money/#comment-707 [...] I’ll spare you my full rant about Service Level (you can find it here) but I think this is indicative or a larger perception and education problem in the call center [...] [...] I’ll spare you my full rant about Service Level (you can find it here) but I think this is indicative or a larger perception and education problem in the call center [...]

]]> http://chriscrosby.net/blog/2007/03/28/service-level-goals-are-a-waste-of-your-money/#comment-73 Todd Cotharin Wed, 09 May 2007 15:11:52 +0000 http://chriscrosby.net/blog/2007/03/28/service-level-goals-are-a-waste-of-your-money/#comment-73 How right you are. Service level buyback (we were terrible this morning so lets run 100% this afternoon) is an epidemic and to your point does nothing to improve the experience of the guy who spent 20 minutes in queue this morning. I have long been a proponent of service level achievement by interval. So make 80% (or some logical value that was not pulled from thin air) of your intervals so you don't have to buy back. How right you are. Service level buyback (we were terrible this morning so lets run 100% this afternoon) is an epidemic and to your point does nothing to improve the experience of the guy who spent 20 minutes in queue this morning. I have long been a proponent of service level achievement by interval. So make 80% (or some logical value that was not pulled from thin air) of your intervals so you don’t have to buy back.

]]>