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Best Practices: Negotiating Contact Center Service-Level Agreements

Posted by Geoff M. on Jun 4, 2014 2:23:44 AM

You wouldn’t hire someone to manage your contact center without going over every detail of the specific tasks he or she will oversee and how you will benchmark the individual’s progress. So when you outsource pertinent call center duties to a cloud-based contact center, you need to approach your contact center service-level agreement (SLA) in the same meticulous manner as if these duties were going to someone in-house. That’s because the contact center SLA will formally define how the provider will manage your contact center’s network.

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Topics: Contact Center, Contact Center Service-Level Agreements, SLA, Customers

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