SLA vs ASA (Is SLA a Dead Metric?)

WFM Unfiltered

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In this episode of WFM Unfiltered, Irina chats with Greg McConney, the Vice President of Workforce Planning, Analytics, and Business Intelligence at XtendOps. Greg brings his extensive experience from his previous role at Verizon to delve into the intricate world of workforce management metrics. The focus of their discussion is on the relevance of Service Level Agreements (SLAs) versus Average Speed of Answer (ASA), questioning whether SLAs have become outdated in today's fast-paced contact center environment.

Greg begins by defining the fundamental differences between SLAs and ASA, highlighting how each metric impacts overall customer satisfaction. He argues that while SLAs have been the industry standard for years, they often fail to provide a complete picture of customer experience. Irina and Greg explore the practical implications of these metrics, discussing how they affect not only customer satisfaction but also agent performance and company costs.

Throughout the episode, Greg emphasizes the importance of a balanced approach to workforce management, where both metrics are used in conjunction with other data points to create a more accurate and comprehensive understanding of contact center performance. He shares insights from his current role at XtendOps, demonstrating how they successfully manage various client needs while maintaining high service standards.

This episode is a must-watch for anyone involved in workforce management, offering valuable perspectives on optimizing contact center operations. Don't miss Greg's expert advice on improving both customer and agent experiences through better metric management.

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