Contact Center System
A contact center system is a computer-based system that allow companies to handle a high volume of phone calls through specialized answering stations and a real-time contact management mechanism. These systems are commonly used by large, midsize, and small organizations as a part of their customer service process.
What Small and Midsize Businesses Need to Know About Contact Center System
SMBs and healthcare systems benefit from using contact centers because they improve customer service, which promotes client retention. Customers are given multiple options for connecting to the right department. These systems route the calls, put the caller on hold or offer other options, such as a call back. Companies lose fewer callers because immediate contact is made instead of consumers experiencing a busy signal or unanswered ring. SMBs can keep labor costs down because they do not need as many service reps and can still improve their client relations.
Related terms
- RM (Relationship Manager)
- Best-in-class
- Customer Relationship Management (CRM)
- Shared Services Or Shared Services Center
- Contact Center
- Customer Information File (CIF)
- Business Development Representative (BDR)
- Customer Relationship Management (CRM) Analytics
- Customer Experience
- Best-of-breed
- Customer Experience Management (CXM)
- Go-to-Market (GTM) Strategy
- Chatbot
- Channel Management
- Corporate Communication
- Customer Engagement Center (CEC)
- Customer Analytics
- CSS (Customer Service and Support)
- Electronic Customer Relationship Management (e-CRM)
- Voice of the Customer (VoC)
