To achieve service level goals, a contact center should focus on which of the following?

Focusing on meeting customer expectations and minimizing expenses is crucial for achieving service level goals in a contact center. Service level goals are often defined by metrics such as response times and resolution rates, which are directly influenced by how well the organization meets customer needs.

By prioritizing customer expectations, a contact center can ensure that it provides timely and effective support, leading to higher satisfaction and retention rates. This focus also helps in managing operational costs, as efficient handling of inquiries and resource allocation can reduce expenses without sacrificing service quality. Balancing customer satisfaction with cost-effectiveness enables the contact center to maintain optimal performance levels while keeping the budget in check.

In contrast, emphasizing only agent satisfaction can overlook essential factors related to customer experience. Similarly, improving call duration without considering service quality may lead to rushed interactions that frustrate customers. Reducing the number of agents on duty can negatively impact response times and overall service levels, contrary to the goal of maintaining high customer service standards. Thus, option A encapsulates a holistic approach necessary for success in a contact center environment.