What is a contact centre?
Definition of contact centre:
The contact centre is often the central point from where all customer interactions can be managed in a business.
Contact centres are not the same thing as a call centre, however. Contact centres can offer more services, such as chatbots, call-recording, automated and interactive voice responses, social media monitoring and speech analytics.
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Related resources:
- Leading contact centre teams through change
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- The contact centre guide
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