Service Level Agreement (SLA) Toolkit

What is included?

  1. A Service Level Agreement (SLA) Template that can be used to define the working relationship between WFM and Contact Center Operations to create alignment. The template covers sections about the responsibilities of WFM and Operations, the contact center's accessibility metrics and service targets and action plans for monitoring and real-time management.
  2. A PDF version of the blogpost How to Set up a Service Level Agreement (SLA) for Your Contact Center which explains in detail what SLAs are, how to create a SLA and what to do to avoid common mistakes.