Contact Center VS Call Center

Cloud Services University Forums CCaaS Contact Center VS Call Center

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  • #10387 votes: 0
    Brandon K
    Participant
    5s

    Let’s have some fun with this…

    What is the difference between Contact Center and Call Center? (Must explain)

    …Oh and best answer wins a $50 Amazon gift card!

    #10388 votes: 0
    Anonymous
    Inactive

    Single channel vs Omni Channel.

    #10514 votes: 0
    Angie T
    Member

    single channel vs. Omni channel, the ability to text, chat, email, talk Lve with contact center.

    So much more than the traditional call center.

    #10515 votes: 0
    Rob B
    Participant

    Just a marketing term.

    Everyone likes to pretend like their contact center is multi-channel or omni-channel but for the most part that are not.
    Turns out, the skillset of talking on the phone is very different from the skillset of writing/chatting.

    #10518 votes: 0
    Shane S
    Participant

    In our humble opinion, Call Center refers to your standard inbound, voice-only queuing where you have more callers than you have people to answer them. Call Center is typically associated with this message… “Your call is important to us and will be answered in the order it was received”.

    When we start thinking about Contact Center, the first thing to consider is the medium. Modern Contact Centers are set up to handle voice, chat, email, SMS, Social Media, and web callback, which offers your customers an unprecedented opportunity to serve their customers.

    Second, Call Center offers a standard set of reports whereas Contact Center is designed to deliver real time reporting and business intelligence in order to integrate analytics across customer engagement tools like CRM which enables the ability to uncover key insights designed to deliver real business value.

    Third, Contact Center is designed to improve Agent performance through advanced management features including: call recording, screen capture recordings, live call listening, whisper coaching and quality management scorecards.

    Fourth, Contact Center is designed to provide extensibility via your existing CRM and Messaging applications by allowing a simple integration through standards-based APIs to virtually any business application.

    There are so many more differences in designing work flows, advanced call routing, management, coaching, and automated surveys and scripting to round out the key differences between Call Center vs. Contact Center. I would encourage you to download Evovle IP’s Evolve Contact Suite Data Sheet here.

    #10519 votes: 0
    David P
    Participant

    Building on the single – channel vs omni – channel idea, a contact center, ideally in conjunction with the company’s website, allows the customer to self-select and get the answer or resolution they seek without having to engage an agent. As explained in Matthew Dixon’s “The Effortless Experience”, customers just want to get help and move on with their day. A well – setup contact center is much better prepared to allow customers to do just that, with minimum effort. Also, the contact center’s functions allow the company to have better metrics for customer loyalty than traditional call center performance indicators like first contact resolution percentage and average handle time. Money Quote: “The biggest reason customer service makes customers disloyal is the amount of effort the customer has to put into the actual service interaction.” Looking forward to Super9 Convergence, hope to meet Mr. Dixon there.

    #10647 votes: 0
    Brandon K
    Participant
    5s

    And we have a winner!

    Congratulations to David Palmer (@dpalmer)

    Thank you everyone who chimed in, we will do this again in the future. I might need to come up with a more challenging question.

    #10648 votes: 0
    David P
    Participant

    Hey great!! Thank you Brandon, see you next week… David

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