 - A contact center (also referred to as a customer interaction center or e-contact center) is a central point in an enterprise from which all customer contacts are managed. The contact center typically includes one or more online call centers but may include other types of customer contact as well, including e-mail newsletters, postal mail catalogs, Web site inquiries and chats, and the collection of information from customers during in-store purchasing. A contact center is generally part of an enterprise's overall customer relationship management (CRM).
A contact center would typically be provided with special software that would allow contact information to be routed to appropriate people, contacts to be tracked, and data to be gathered. A contact center is considered to be an important element in multichannel marketing.
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05 Mar 2007
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RELATED GLOSSARY TERMS
| Terms from Whatis.com − the technology online dictionary |
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abandoned call
(SearchCRM.com)
An abandoned call is a call or other type of contact initiated to a call center that is ended before any conversation occurs... (Continued)
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call center agent
(SearchCRM.com)
A call center agent is the person who handles incoming or outgoing customer calls for a business.
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