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Five ContactCenterOutsourcing Mistakes The contactcenter is one of the most important departments in any organization. Contactcenter agents have the most direct connection with your customers, the people who ultimately determine whether your business succeeds or fails.
This article will walk you through key steps for building an effective SOW: Lay the Foundation for Your ContactCenter SOW Clearly Define Your KPIs Set Strong Parameters Around Forecasting Establish Reporting & Analytics Expectations Build in Big-Picture Targets with a Risk & Reward Model Keep Your SOW Evergreen: Adjust and Realign 1.
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