A contact center can be defined as a coordinated system of people, processes, technologies and strategies that provides access to information, resources, and expertise, through appropriate channels of communication, enabling interactions that create value for the customer and organization. Contact centers, along with call centers and communication centers all fall under a larger umbrella labelled as the contact center management industry.
This is becoming a rapidly growing recruitment sector in itself, as the capabilities of contact centers expand and thus require ever more complex systems and highly skilled operational and management staff. ( SMARTe a Savier for Contact Center Data Needs )
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