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Call Center and Contact Center Differences


Call Center Essentials

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Unit Summary

Call centers were initially designed to handle voice calls coming in or being made out of the center. These call centers became known as contact centers as they needed to account for all customer engagements.

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Call centers became a very popular way to serve customers especially with the development of the interactive voice response (IVR) systems - those automated prompts on the call that ask you to press 1 for this and 2 for that etc.. Call centers were initially designed to handle voice calls coming in or being made out of the center.
However, as technology evolved and people had more opportunities to interact with organizations, the call centers had to evolve too and address all customer interactions including email, social media, web chat and the like. These call centers became known as contact centers as they needed to account for all customer engagements.
Since customers would be contacting the contact center through any channel, these centers need to have a complete view of the customer across the various touch points in what is called a 360 degree view of the customer.