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"Building the Contact Center SOW: The Framework for Success"

When outsourcing your company’s customer support -- whether for the first time or the fifth time -- the relationship is understandably complex.

You’ve heard it before – stress is the outcome of reality not aligning with expectations. And nothing takes a toll on relationships quite as quickly as stress. When outsourcing your company’s customer support – whether for the first time or the fifth time – the relationship is understandably complex. You simply can’t rely on an unwritten set of rules or assumptions or, sooner or later, that relationship will come under serious stress. That’s where a formal Statement of Work (SOW) comes into play. The contact center SOW is the framework for your relationship. It’s a dynamic document that, like your partnership, requires time and attention.

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