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.