"You're welcome!
Best of Luck,
K"
Karen Leos's Page
Latest Activity
Karen Leos replied to Amanda Reth's discussion ACD Service Level vs. Average Speed to Answer - which one?
Karen Leos replied to Amanda Reth's discussion ACD Service Level vs. Average Speed to Answer - which one?
"Hi Amanda,
We measure based on % answered within a time frame too rather than average speed to answer. We switched over from using ASA 5 or 6 years ago. I agree with David that it is based on what is tolerable and acceptable from…"
Karen Leos replied to TSIA Administrator's discussion How will social support evolve in 2011? in the group Social Media COI
"I think Shawn's predictions are right on.
Customers want their interactions to be taken care of quickly and to be a simple as possible no matter how the request originates. Integration with CRMs is going to be a must have and…"
Profile Information
- Are you a corporate member of the Technology Services Industry Association (TSIA)? Please note: corporate membership is NOT required for participating in this forum
- YES - Support Services Discipline
- First name
- Karen
- Last name
- Leos
- Company
- Tellabs
- Level
- Manager
- Primary Job Function
- Operations
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