CallCentreVoice Topic SLA for Call Centre shared services on hiring and training

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Susan Zehavi on 5/12/2003 22:30:55.
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Susan Zehavi
Senior Consultant
Zehavi Professional Services

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SLA for Call Centre shared services on hiring and training  [5/12/2003 22:30:55]

I am looking for industry best practices on Call Centre hiring and training in a shared services environment. I am writing a Service Level Agreement between the parties sharing the call centre. What are the most important topics and metrics to capture?

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