A contact center or customer interaction center is a central point in an enterprise that is equipped to handle large amounts of customer telephone requests for an organization. It is basically a computer-based system that provides contact and call routing with specialist answering “agent” stations and a sophisticated real-time contact management system, for high-volume telephony transactions. It provides automatic contact distribution and inbound contact handling capabilities, combined with a high degree of sophistication in terms of dynamic contact traffic management.
The most common contact center activities are as follows:
There are various types of Contact Centers which can be described as:
Call center analytics can be more than just a tool to improve contact center performance. Using the right approach to call center metrics in the process, acts as an important strategic asset in improving contact center performance. Implementation of call center analytics software solutions helps to analyze the customer behavior in driving continuous process improvement throughout the entire organization.
Contact center vs. call center
The prime difference between a contact center and a call center is that while a call center is focused on outgoing and incoming voice calls, a contact center can manage customers with both voice calls and data applications like instant messaging, e-mail, and in some cases will include the capability to share web pages sent to and from the customer.
All-in-one headset control. All in the cloud.
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PERSONAL HEADSET CONTROL FROM THE DESKTOP In the era of digitally empowered consumer, customer experience is a key business driver. Effortless management of headsets by IT and efficient headset control provides users with well-maintained devices that enable them to confidently engage with customers and ultimately improve the customer experience. When every call is critical, it’s...
Building your brand around better customer service
White Paper By: Plantronics
In today’s omni-channel world, customer service centers play a vital role in building brands and growing revenues. The outcome of all the customer interactions is the customer experience, and it is this experience that the customer associates with your brand. Organizations need to rebuild around the customer experience and ensure every department understands its role in delivering the...
Using Gamification to Improve Contact Center Performance
White Paper By: CallMiner
Gamification is a fun and growing resource that can be adapted to improve contact center performance and agent engagement. While gamification is flexible, two elements are required to make it successful: clear business goals and accurate metrics. When contact center agents are more engaged at work, enterprises can optimize engagement with customers. This whitepaper provides you insights...
Speech Analytics: Convert Voice of The Customer Into Business Success
White Paper By: CallMiner
Speech analytics as a technology is used to analyze customer conversations taking place through phone and/or interactive voice response (IVR) during or after the call. Don’t just analyze data, use speech analytics to deliver actionable guidance to employees to support them in doing their jobs. Research shows that 37% of speech analytics users currently use voice biometrics in support...
Cloud Versus Premise: A Decision Framework for Contact Center Technology
White Paper By: Altivon
Competing in today's highly competitive environment requires enterprises to have an agile technology infrastructure to support customer service and to achieve the greater corporate objective of improving the customer experience. In contact centers, choosing between cloud and premise can be confounding. We advocate a decision framework and the same fundamental decision framework for...
Four 'Must Have' Utility Contact Center Enhancements to Improve Customer Service and Save Money
White Paper By: Altivon
There is a great opportunity to improve the performance and contribution of utility contact centers by making four “must have” changes. These changes are consistent with the latest industry trends and contact center developments, leveraging technology and best practices to deliver new levels of service. This whitepaper ensures that the customer expectations are met in the most...
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