Contact Center in short

A contact center is a central point in a company from where all type of customer contacts are managed. In simple terms, a contact center is a technologically evolved call center that deals not only phone calls, but also e-mails, web inquiries, VoIP, faxes, web chats and even post letters. It is the front line of a business. One of the advantages of a contact center is the possibility it offers to its customers to decide on the medium they want to use to communicate with the company.

A contact center must be designed to maximize investments lower operating costs and grow with the business while ultimately achieving a competitive advantage. A good contact center is focused on three mutually dependent business objectives: revenue generation, efficiency and customer satisfaction. Improving service delivery and customer experience is the main objective of most contact centers.

An effective contact center 

  • quickly answers customers contacts 
  • has a high first contact resolution rate 
  • is a significant source of revenue for the company 
  • continually improves processes, strategies and technology to constantly gain in service, efficiency and revenue generation 
  • has a positive thinking staff 
  • performance data is collected and analyzed through a well established process.

The channels contact centers offer for communication are: telephone - agent assisted, e-mail, fax, telephone - IVR self-service, physical correspondence, online self-service, sms/text messaging, telephone - speech self-service, web chat, web call back and web co-browsing.

 

Learn More About: 

The media techniques for lead acquisition

Lead Acquisition Using New Media Techniques

Factors to consider when calculating the contact or call center ROI

Calculating Contact-Call Center ROI - How Do You Measure The Value Of Customer Satisfaction?

How to reduce costs and increase customer satisfaction.

Contact Center Analytics: Driving Greater Efficiency, Higher Revenue, and Increased Customer Satisfaction

Latest News

Stan Billue releases his classic Sales Training Series in MP3 Format

June 09, 2009 by Stan Billue

Although recognized as one of the top Telemarketing Sales Trainers in the World, Stan Billue is the first to admit that he is rather slow on adapting to new technologies. Stan stated; “I was probably one of the last professional Speakers to add a Fax Machine, a Computer and then a Cell Phone. I also drug my feet at converting my Audio Series from Cassettes to CDs a few years ago.”

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Contactual Partners with Pipkins to Provide Workforce Management to Contact Center Customers 

June 04, 2009

Joint Marketing Partnership Brings Together Best in Class Workforce Management and Hosted Contact Center Software. 

SAN CARLOS, CA, June 04, 2009 /24-7PressRelease/ -- Contactual (http://www.contactual.com/pr), the global leader in on-demand contact center software that empowers customer facing organizations to end customer frustration, and Pipkins, Inc. (http://www.pipkins.com/) a leading supplier of workforce management software and services to the call center industry, today announced they have joined in a partnership to cross sell technology. This agreement will provide a direct connection for call center managers looking to combine a trusted workforce management system with hosted contact center software.

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