Service Level Agreements in the IT business are a BIG THING. All carrier and services contracts carry SLAs with associated penalties for non-performance. Vendor maintenance contracts also carry similar SLAs. As multi-channel is gaining ground as the “new” way of handling calls in the contact center, multi-channel brings together voice calls, web chat, texting, video, e-mail, faxing, and social media integration. Each is particularly different, with different expectations and different SLAs.
Read More »