Question

To achieve service level goals, a contact center should be able to:

a) Predict the weather
b) Break the sound barrier
c) Have enough agents available
d) Reach the speed of light

Answer 1

c) Have enough agents available

A contact center should have enough agents available to achieve service level goals, ensuring calls are answered promptly and efficiently.

Step-by-step explanation:

To achieve service level goals, a contact center should c) Have enough agents available to handle the incoming call volume. Having an adequate number of agents ensures that calls are answered promptly and customers are not left waiting, which contributes to higher customer satisfaction and efficiency of the contact center operations.

This is part of workforce management, where predicting call volumes and scheduling the right number of agents at the right times is crucial to delivering quality service.