Where did this come from and why is allowed to continue in this day an age?
A service level is the biggest misnomer. Why are we happy to let 20% of our customer wait longer than they would be happy to do so (or at least the length of time we think they should wait)?
Is it now time that agents started to group together and start the revolution, demanding that the main thing that determines a contact centres success or failure is how many people go away having their problem solved and feeling better about the company than they did before (and that goes for those people who were happy in the first place).
Let's have some examples of where companies have got it absolutely spot on, herald them and get everyone else to follow.