A Service Level Agreement (SLA) is a formal contract between a service provider and a customer that outlines the expected level of service, including uptime, response times, and other performance metrics.
The process of organizing, storing, and sharing company knowledge and resources to ensure agents have the information needed to assist customers efficiently and accurately.
KPI (Key Performance Indicator) is a measurable value that indicates how effectively a business or individual is achieving key objectives, often used to track performance and guide decision-making.
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