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…"
"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…"