Contact Center SLA: What it is, How it’s Calculated, and Why You Care
NICE inContact
DECEMBER 6, 2018
Contact center SLAs can be external, for example in a contract with a customer for an Outsourcer (aka BPO), or internal, to measure, document and communicate your contact center’s performance for stakeholders within your organization, or to compare with other contact centers. Here’s the formula: .
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