What is a Contact Center?
A contact center is the central hub of communication between a business and its customers with the main goal of improving the overall experience of these interactions. Both call centers and contact centers route calls to agents and use software to record data for future analysis. However, contact centers go beyond the traditional call capabilities in order to evolve with modern communication and increasing quality demands. Contact centers have evolved to improve customer experience by allowing multiple channels of communication including SMS, video and more.
Additional reporting and real-time monitoring capabilities are also present in contact center software. The analytics allows supervisors to improve performance and productivity more dynamically than ever.